Customer Solutions Advocate (Collections)

Customer Solutions Advocate (Collections)

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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 Solution's subject matter expert
• Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the bank's 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

Location -- Grand Rapids, Michigan 49546