Sr Customer Solutions Advocate
- 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
- High school diploma or equivalent.
- Minimum two year of collections, customer service, sales or customer solutions advocacy experience required.
- Proficient oral, written, and intrapersonal communication skills
- Exemplary skills in comprehension, listening, negotiating and managing consultative conversations.
- Excellent customer service skills with both external and internal customers
- Agility in adapting to change. Responds promptly to shifts in direction, priorities, and schedules; demonstrates agility in accepting new ideas, approaches and/or methods.
- Effective in managing multiple priorities and tasks in fast-pace environment; modifies customer solution methods or strategies based on customer needs.
- Ability to work in a call center environment
- 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.
- Self-motivated, professional with strong organizational and problem-solving skills
- Prioritize calls and time throughout the day to ensure efficiency and effectiveness
- Strives for self-awareness; respect and embrace differences in the perspectives and diversity of others.
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