Customer Solutions Specialist

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

Accountability

• 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 ensuring 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

Benefits

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.