Customer Solutions Specialist at Fifth Third Bank

Grand Rapids, Michigan, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

High school diploma or equivalent
Minimum one-year collections, customer service, sales, or customer solutions advocacy experience
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

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
Propose solutions and document accounts in accordance with departmental, regulatory, and legal guidelines, ensuring attainment of company commitments
Work 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
Accountable for risk mitigation by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined by Consumer Solutions leadership
Ensure actions and behaviors drive a positive customer experience while operating within the Bank’s risk appetite, achieving results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types

Skills

skip tracing

dialer campaigns

payment plans

settlements

credit bureau reports

risk mitigation

customer complaint management

account documentation

transactional research

performance reporting

Fifth Third Bank

Provides banking, loans, and wealth management services

About Fifth Third Bank

Fifth Third Bank offers a variety of financial services, including personal and business banking, loans, mortgages, credit lines, and insurance products. Their services cater to individual consumers, small businesses, and commercial clients, providing comprehensive solutions for managing finances. The bank generates revenue through interest on loans, service fees, and commissions from insurance and investment products. Unlike many competitors, Fifth Third Bank emphasizes community engagement and financial education, providing resources to help clients improve their financial literacy. The goal of Fifth Third Bank is to support clients in achieving their financial objectives while fostering a strong connection with the communities they serve.

Cincinnati, OhioHeadquarters

1858Year Founded

IPOCompany Stage

Social Impact, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Paid Sick Leave

Paid Holidays

Performance Bonus

Flexible Work Hours

Risks

Rising interest rates may decrease demand for loans and mortgages.

Competition from fintechs like Robinhood threatens Fifth Third's wealth management sector.

Sophisticated cybersecurity threats pose risks to customer data and trust.

Differentiation

Fifth Third Bank offers comprehensive financial solutions for individuals and businesses.

The bank emphasizes community engagement and financial education for client empowerment.

It provides a wide range of insurance products, including life, health, and disability.

Upsides

Increased demand for digital banking boosts Fifth Third Bank's online service offerings.

Partnerships with fintech enhance technological capabilities and customer experience.

Growing interest in sustainable finance attracts environmentally conscious customers.

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