Customer Solutions Advocate (Collections) - Grand Rapids, MI - Full Time

Fifth Third Bancorp
Michigan
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Listening","Negotiation","Conflict management","Customer service","Attention to detail","Time management","Problem-solving","Organizational skills"]

Under direct supervision, document and propose solutions for mid-stage, late-stage, and high-risk delinquent consumer accounts in line with departmental, investor, and legal guidelines. Contact defaulted customers via manual or automated dialing to obtain payment commitments and identify mutually beneficial resolutions. Monitor delinquent accounts for alternatives to repossession, bankruptcy, or foreclosure, perform skip tracing to improve customer contact, and escalate unique cases to leadership while delivering outstanding customer service.

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FursaFursa
Fifth Third Bancorp
Fifth Third Bancorp
10 hours ago

Customer Solutions Advocate (Collections) - Grand Rapids, MI - Full Time

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 4 weeks ago

Job Summary

Under direct supervision, document and propose solutions for mid-stage, late-stage, and high-risk delinquent consumer accounts in line with departmental, investor, and legal guidelines. Contact defaulted customers via manual or automated dialing to obtain payment commitments and identify mutually beneficial resolutions. Monitor delinquent accounts for alternatives to repossession, bankruptcy, or foreclosure, perform skip tracing to improve customer contact, and escalate unique cases to leadership while delivering outstanding customer service.
Location: Michigan
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Contact defaulted customers using manual or automated dialing to obtain payment commitments for delinquency resolutions.
  • •Monitor delinquent accounts early to identify alternatives to repossessions, bankruptcies, foreclosure, and related outcomes.
  • •Use multiple system platforms to identify, evaluate, and resolve reasons for delinquency with strong time management.
  • •Skip trace accounts by accessing statements, applications, and third-party vendor services to improve customer contact and account resolution.
  • •Mentor peers as a subject matter expert, manage escalated situations in compliance with quality assurance, and escalate unique complaints/accounts to leadership.

Key Requirements

  • •High school diploma or equivalent.
  • •Minimum one-year collections, customer service, sales, or customer solutions advocacy experience.
  • •Proficient oral, written, and interpersonal communication skills, including listening and negotiation.
  • •Excellent conflict management and customer service skills for external and internal customers.
  • •Ability to work in a call center environment with basic mathematical/analytical skills and computer/data entry proficiency.
Experience:CollectionsCustomer serviceCustomer solutions
Education:High School
Skills:CommunicationListeningNegotiationConflict managementCustomer serviceAttention to detailTime managementProblem-solvingOrganizational skills
Tech Stack:Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Company Brief

Fifth Third Bancorp
Fifth Third Bancorp is a diversified bank holding company offering consumer, commercial, and wealth management services. Through its banking subsidiaries, it provides deposits, lending, treasury management, payments, and investment solutions across the Midwest and Southeast.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cincinnati, United States
Founded: 1858
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