Financial Guidance Counselor (Grand Rapids, MI) - Full Time

Fifth Third Bank • Grand Rapids, MI

3d • Onsite

About The Position

Under moderate supervision, the Financial Guidance Counselor provides assistance, counsels, and guides customers to achieve work-out alternatives based on their circumstances, while complying with all investor, company, federal, and insurer guidelines. This role is responsible for risk management through open communication, elevating concerns, and adhering to policies and procedures. The counselor is accountable for acting in the best interest of customers and colleagues, ensuring actions drive a positive customer experience. While operating within the Bank’s risk appetite, the role achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Requirements

• High School Diploma or equivalent required.
• Minimum one-year collection experience, including knowledge of basic default timelines/procedures.
• Knowledge of bank-owned, investor and insurer guidelines for consumer lending.
• Excellent written and verbal communication, comprehension, listening and negotiation skills.
• Ability to meet deadlines and work independently with medium level of supervision.
• Strong analytical, problem solving and mathematical skills to be used in financial counseling, evaluation, and interpretation of complex information.

Responsibilities

• Pursue communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to find a mutually beneficial resolution for delinquency.
• Assist in identifying, negotiating, and pursuing the appropriate loss mitigation option to best maximize customer satisfaction and investor return by offering alternative financial solutions.
• Provide proper and timely responses to customer correspondence in compliance with company, state, and federal guidelines.
• Record all customer communication efforts via the internal system of record ensuring that all accounts are called and noted accurately.
• Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency.
• Pursue resolution on referrals of non-delinquent customers who request alternatives to allow ownership retention.
• Overcome objections and employ conflict management strategies to handle escalated situations, while staying in compliance with the Fifth Third Quality Assurance Procedure and providing outstanding customer service.
• Multi-task and work independently in a fast-paced environment while reviewing metrics and evaluating performance.

Benefits

• Comprehensive benefits
• Differentiated compensation offerings
• Extensive benefits programs designed to support the individual needs of employees and their families, encompassing physical, financial, emotional and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED