Customer Solutions Third Party Specialist

About the role

Under moderate supervision in a fast-paced call center environment, serve as the primary support to the Consumer Solutions department in the onboarding of vendors for third party services and ongoing management of third-party relationships and performance. Assess third party performance by using reporting and scorecards; ensure performance aligns with contractual requirements. Responsible for planning, scheduling, and participating in discussions with third party vendors regarding performance scorecards, overall performance reviews, and issue tracking. Perform a variety of functions ensuring compliance with bank and regulatory requirements related to third party management while operating within the bank's risk appetite.

Responsible 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, ensuring actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieve results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Responsibilities

• Manage daily vendor workload including account assignments, account recalls, preparation of affidavits, settlement processing, system updates, vendor emails, and strategic actions.
• Manage and maintain scorecards for third party agencies, ensuring required Key Performance Indicators (KPIs) align with vendor contracts, line of business (LOB), and bank requirements.
• Handle inbound customer calls regarding charged off accounts and third-party vendor issues.
• Manage and resolve customer and/or vendor complaints around regulatory compliance, FDCPA, UDAAP, and Fair Lending; work with Compliance Partners and Internal Legal as needed.
• Manage and document ongoing performance calls with vendors to review performance, regulatory changes, compliance concerns, and other matters, including service expectations.
• Partner with Line of Business leadership and the Third-Party Management Team to maintain compliance with third party management’s vendor monitoring requirements.
• Ensure both internal and vendor compliance on all regulatory requirements, bank policies, and procedures.

Requirements

• High School diploma required; college degree preferred.
• Minimum of 1 year of experience in Collections, Legal Matters, or Vendor Management.
• Advanced knowledge of FDCPA, industry regulatory requirements, and law.
• Strong experience with Microsoft Office products, such as Word, Excel, PowerPoint, and Outlook.
• Proficient with computer systems and keyboarding/data entry skills with moderate speed and accuracy.
• Excellent oral and written communication skills.
• Ability to communicate effectively with staff, senior leadership, attorneys, and other industry professionals.
• Understanding of collections practices, policies, and procedures.
• Excellent customer service skills with both external and internal customers.
• Strong organizational skills and attention to detail.
• Ability to work in a team environment and interact with employees at all levels of the organization.
• Ability to work independently with minimal supervision to achieve goals and meet demanding timelines.

Benefits

Fifth Third’s Total Rewards include comprehensive benefits and differentiated compensation offerings to support employees’ physical, financial, emotional, and social well-being. Benefits programs are designed to support the individual needs of employees and their families. Learn more about our benefits.

Pay

The base salary for this position reflects 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.

Location: Grand Rapids, Michigan 49546