Customer Solutions Advocate

About the role

Under direct supervision, you will propose possible solutions and document Mid-Stage, Late Stage, and High-Risk delinquent accounts in accordance with departmental, investor, and legal guidelines to ensure company commitments are met. This role involves providing solutions across multiple consumer products, including equity, unsecured, auto, and credit card accounts, while utilizing multiple systems. You will be accountable for risk mitigation by openly exchanging ideas and opinions, elevating concerns, and adhering to policies and procedures. Your actions will drive a positive customer experience and align with the Bank’s risk appetite.

Responsibilities

• Pursue communication with defaulted customers using manual or automated dialing to obtain payment commitments and find mutually beneficial resolutions for delinquency.
• Monitor delinquent accounts to identify alternatives to repossession, bankruptcy, foreclosure, etc., at the earliest opportunity.
• 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 to improve customer contact and overall account resolution.
• Employ conflict management skills to handle escalated situations while staying compliant with Fifth Third’s 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 Solutions subject matter expert.
• Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the bank’s complaint management program.

Requirements

• High school diploma or equivalent.
• Minimum one-year experience in collections, customer service, sales, or customer solutions advocacy.
• Proficient oral, written, and interpersonal communication skills.
• Exemplary comprehension, listening, and negotiation skills.
• Excellent customer service skills with both external and internal customers.
• Strong attention to detail and conflict management skills.
• Ability to work in a Call Center environment.
• Basic mathematical and analytical skills.
• Proficient with computer systems, keyboarding, and data entry with moderate speed and accuracy.
• Strong experience with Microsoft Office products (Word, Excel, PowerPoint, Outlook).
• Self-motivated, professional with strong organizational and problem-solving skills.

Benefits

Fifth Third offers comprehensive benefits and differentiated compensation to support employees’ physical, financial, emotional, and social well-being. The base salary for this position reflects the range of salary levels for this pay grade across the U.S., with individual salaries varying based on factors such as role, skillset, experience, education, and geographic location.

Learn more about our benefits programs on the 53.com Careers page.

Location: Cincinnati, Ohio 45227