Sr Customer Solutions Advocate (Specialty)

Sr Customer Solutions Advocate (Specialty)

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General Function : Under moderate supervision, explores possible solutions and documents delinquent accounts in accordance with departmental, investor, and legal guidelines, ensuring attainment of the company's commitments.

Promote meaningful and positive payment experiences through relevant and informed conversations with customers regarding solutions available to mitigate losses on various consumer products, utilizing multiple systems. Reviews potential solutions on all non-mortgage and / or auto products, utilizing multiple systems. May provide solutions on early, mid, or late stages (up to charge-off) of delinquency to include loss mitigation, foreclosures, repossessions, pre charge-off, charge-off, recovery, bankruptcy, and Agency liaison departments. Position has direct impact to prevent bank losses while providing an exceptional customer experience.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined, while advocating on the customer's behalf. Accountable 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 :

• Executes department strategy plan to review solutions on early and / or later stage delinquent customer accounts across multiple products.
• Performs extensive skip tracing, and conducts research and accesses credit bureau information, bank statements, applications, and third-party vendor services to assist in interpreting data to achieve customer contact.
• Successfully completes assigned projects and / or documents efforts using business-related applications such as ACE, CACS, BRAVO, CCLM, Amtrac and Excel.
• Recommends additional actions for early and / or later stage accounts with leadership assistance.
• Utilizes loss mitigation solutions to reduce losses and promote continued business when applicable.
• Identifies, evaluates, diagnoses, and resolves reasons for delinquency.
• Works with internal departments to achieve common goals, while working in compliance with Fifth Third Quality Assurance guidelines.
• Escalates calls and / or problem accounts to leadership, repossession, legal or outside agencies as appropriate.
• Works with leadership to ensure the complaint management process and reporting is within adherence with the Complaint Management program.
• Serves as a champion in classroom or virtual training to present materials and check for understanding and compliance adherence.
• Continually look for ways to improve the performance of the department by identifying and implementing work efficiencies through process improvement techniques, working with leadership and business partners.
• Provides supporting documents and information to Audit and applicable regulators.
• Supports with projects, focus groups, and continuous improvement.

Supervisory Responsibilities : None.

Minimum Knowledge, Skills And Abilities Required :

Location 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.