Customer Solutions Specialist (Recovery) M-F 8am-5pm

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GENERAL FUNCTION: Under moderate supervision in a fast-paced call center environment, proposes solutions and documents accounts in accordance with departmental, regulatory, and legal guidelines, ensuring attainment of company commitments. Works to resolve delinquency with consumers and internal business partners on charged-off, repossessed, and bankrupt consumer accounts including auto, credit card, equity, installment loans, etc. Position has direct impact to prevent bank losses while providing an exceptional customer experience.

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 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:

• 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  

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Customer Solutions Specialist (Recovery) M-F 8am-5pmLOCATION -- Grand Rapids, Michigan 49546

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.