Lead Customer Solutions Consultant

2 weeks ago

Grand Rapids, Michigan, United States Fifth Third Full time
Enhance Banking Experiences at Fifth Third

At Fifth Third Bank, we connect talented individuals with exceptional career opportunities. Are you prepared to elevate your professional journey?

GENERAL FUNCTION: Under moderate guidance, investigates potential solutions and documents overdue accounts in line with departmental, investor, and legal standards, ensuring the fulfillment of the company's obligations.

Foster meaningful and constructive payment interactions through informed discussions with clients about available solutions to reduce losses on various consumer products, utilizing diverse systems. Evaluates potential solutions for all non-mortgage and/or auto products, employing multiple platforms. May offer solutions at early, mid, or late stages (up to charge-off) of delinquency, including loss mitigation, foreclosures, repossessions, pre-charge-off, charge-off, recovery, and liaising with agencies. This role significantly impacts the prevention of bank losses while delivering an outstanding customer experience.

Accountable for risk management by openly sharing ideas and concerns, adhering to policies and procedures, and advocating for the customer. Responsible for consistently acting in the best interest of customers and colleagues, ensuring that actions and behaviors promote a positive customer experience. While operating within the Bank's risk parameters, achieves results by continuously identifying, assessing, managing, monitoring, and reporting various risks.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Implements departmental strategy to review solutions for early and/or later stage delinquent customer accounts across multiple products.
  • Conducts thorough skip tracing and research, accessing credit bureau data, bank statements, applications, and third-party vendor services to facilitate customer contact.
  • Completes assigned projects and documents efforts using business-related applications such as ACE, CACS, BRAVO, CCLM, Amtrac, and Excel.
  • Recommends further actions for early and/or later stage accounts with guidance from leadership.
  • Utilizes loss mitigation strategies to minimize losses and encourage ongoing business when appropriate.
  • Identifies, evaluates, diagnoses, and resolves causes of delinquency.
  • Collaborates with internal departments to achieve shared objectives while complying with Fifth Third Quality Assurance standards.
  • Escalates calls and/or problematic accounts to leadership, repossession, legal, or external agencies as necessary.
  • Works with leadership to ensure adherence to the complaint management process and reporting within the Complaint Management program.
  • Acts as a facilitator in training sessions, whether in-person or virtual, to present materials and ensure understanding and compliance.
SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
  • High school diploma or equivalent.
  • At least two years of experience in collections, customer service, sales, or customer solutions advocacy.
  • Strong oral, written, and interpersonal communication skills.
  • Exceptional skills in comprehension, listening, negotiation, and managing consultative conversations.
  • Excellent customer service abilities with both external and internal clients.
  • Adaptability to change, responding promptly to shifts in direction, priorities, and schedules.
  • Effective in managing multiple priorities and tasks in a fast-paced environment; adjusts customer solution methods based on client needs.
  • Ability to thrive in a call center environment.
  • Strong mathematical and analytical capabilities.
  • Proficient with computer systems and data entry skills with moderate speed and accuracy.
  • Solid experience with Microsoft Office products, including Word, Excel, PowerPoint, and Outlook.
  • Self-motivated, professional with strong organizational and problem-solving skills.
  • Ability to prioritize calls and time throughout the day for efficiency and effectiveness.
  • Strives for self-awareness and respects diverse perspectives.
  • Continuously seeks ways to enhance departmental performance by identifying and implementing efficiencies through process improvement techniques, collaborating with leadership and business partners.
  • Provides necessary documentation and information to Audit and relevant regulators.
  • Contributes to projects, focus groups, and continuous improvement initiatives.

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