Customer Lending Collections Team Leader (Auto/Solar)

Customer Lending Collections Team Leader (Auto/Solar) Location: Dallas, Texas 75201 General Function Works under minimal supervision as the first level of management in the Customer Solutions department. Supervises a team that provides 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. Promotes outstanding customer service, facilitates workflow, monitors productivity, and ensures staff compliance with Bancorp policies and procedures. Responsible and accountable for risk 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 Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring and reporting risks of all types. Essential Duties and Responsibilities Coordinates and supervises day‑to‑day work processes in the Customer Solutions department Monitors productivity and quality on individual and team levels while providing feedback to senior leadership Provides coaching and feedback to staff through team huddles, one‑on‑ones, side‑by‑side reviews and call reviews Collaborates with business partners to ensure quality monitoring and contact strategies comply with state and regulatory requirements Proactively identifies and communicates opportunities for consistent best practices in scheduling, adherence and real‑time management that align to meet service goals and key performance indicators Enhances employee development by identifying trends in performance while setting goals and developing action plans to improve and monitor results Promotes teamwork and looks for opportunities to cross‑train employees Ensures all employees have completed required training, understand and adhere to core values and follow department policies and procedures Continually seeks ways to improve department performance by identifying and implementing work efficiencies through process improvement techniques Performs any other duties as assigned Supervisory Responsibilities Provides employees with timely, candid and constructive feedback; develops employees to their fullest potential and offers challenging opportunities that enhance career growth Develops appropriate talent pool to assure adequate bench strength and succession planning; recognizes and rewards employees for accomplishments Performs personnel tasks such as exception time reporting, monthly performance reviews, and coaching and corrective counseling Participates in hiring and selection with leadership Provides feedback to leadership regarding application of HR policies and procedures to the employee group Minimum Knowledge, Skills and Abilities Required High school diploma or equivalent required; college degree preferred Minimum 2 years supervisory/leadership experience required Minimum 2 years collections, customer service or operations experience required Proven leadership skills Demonstrated teamwork ability Excellent verbal and written communication skills Strong problem‑solving and organizational skills Strong experience with Microsoft Office products (Word, Excel, PowerPoint, Outlook) Proficient with computer systems and typing/data‑entry skills with moderate speed and accuracy Benefits and Compensation The base salary reflects the range for this pay grade across the U.S. Individual salaries vary with role, relevant skillset, experience, education and location. In addition to base salary, this role may participate in an incentive compensation plan based on company, line of business and individual performance. Benefits include comprehensive programs supporting physical, financial, emotional and social well‑being. Equal Employment Opportunity 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. #J-18808-Ljbffr Fifth Third Bank