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GENERAL FUNCTION: Under moderate supervision in a fast-paced call center environment, proposes solutions and documents accounts in accordance with departmental, regulatory, and legal guidelines, ensuring attainment of company commitments. Works to resolve delinquency with consumers and internal business partners on charged-off, repossessed, and bankrupt consumer accounts including auto, credit card, equity, installment loans, etc. Position has direct impact to prevent bank losses while providing an exceptional customer experience. Accountable for risk mitigation by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined by Consumer Solutions leadership.
Responsible 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 Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Contact bank customers via dialer campaigns and manual calling efforts to discuss account resolutions such as payoffs, payment plans, and settlements to recover losses
Skip trace, conduct transactional and historical research, order payment histories, credit bureau reports, statements, and credit applications as necessary to support the line of business obligations
Retain all customer communication efforts via the internal system of record ensuring that all interactions are documented accurately
Identify and escalate customer complaints and situations with inherent risk circumstances to leadership as outlined by the bank's complaint management program
Review performance reports to evaluate productivity and achieve individual and team commitments
Ensure completion of all projects and/or additional tasks assigned within required timeframe
SUPERVISORY RESPONSIBILITIES: None
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES 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
Attention to detail
Self-motivated, professional with strong 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.
Excellent conflict management skills
Customer Solutions Specialist
At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.
The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.
Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.
LOCATION -- Grand Rapids, Michigan 49546
Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes - no matter how they are submitted - will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.
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.