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
SUPERVISORY RESPONSIBILITIES
None.
All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation.
MINIMUM KNOWLEDGE & SKILLS 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
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
#LI-EG1
Customer Solutions Advocate (Collections)
At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.
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.
LOCATION -- Grand Rapids, Michigan 49546
Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.
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.
