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Customer Solutions Advocate

2 months ago

Grand Rapids, United States Fifth Third Bank, N.A. Full time

Make banking a Fifth Third better

We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

GENERAL FUNCTION: Under direct supervision , proposes possible solutions and documents Mid-Stage, Late Stage and High-Risk delinquent accounts in accordance with departmental, investor, and legal guidelines, ensuring attainment of company commitments. Provides solutions on multiple consumer products including equity, unsecured, auto, and credit card, utilizing multiple systems.

Accountable for risk mitigation by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Banks risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Pursue communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to find a mutually beneficial resolution for delinquency

Monitor delinquent accounts to identify, at the earliest opportunity, situations where alternatives to repossessions, bankruptcies, foreclosure, etc. exist

Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency

Skip trace accounts by accessing statements, applications, and third-party vendor services for the purpose of improving customer contact and overall account resolution

Employ conflict management skill set, in order 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

Mentor and train peers while functioning as a Customer Solutions subject matter expert

Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the banks complaint management program

SUPERVISORY RESPONSIBILITIES: None.

All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation.

MINIMUM KNOWLEDGE & SKILLS REQUIRED:

High school diploma or equivalent

Minimum one-year collections, customer service, sales, or customer solutions advocacy experience required

Proficient oral, written, and intrapersonal communication skills

Exemplary comprehension, listening and negotiation skills

Excellent customer service skills with both external and internal customers

Attention to detail

Excellent conflict management skills

Ability to work in a Call Center environment

Basic mathematical and analytical skills

Proficient with computer systems and keyboarding / data entry skills with moderate speed and accuracy.

Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook.

Self-motivated, professional with strong organizational and problem-solving skills

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Customer Solutions Advocate - Grand Rapids, MI

LOCATION -- Grand Rapids, Michigan 49546

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.