Customer Solutions Advocate – Collections
| Company | Fifth Third Bank |
|---|---|
| Location | Cincinnati, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior |
Requirements
- 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
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
Preferred Qualifications
-
No preferred qualifications provided.