GENERAL FUNCTION: Under direct supervision, collects and documents delinquent accounts in accordance with departmental, investor and legal guidelines, ensuring attainment of company goals. Collects on multiple products utilizing multiple systems.Collects on charge-off and Agency placements and may collect on early, mid or late stages of delinquency to include loss mitigation, foreclosures, repossessions, pre charge-off, charge-off, recovery, bankruptcy, or legal and act as a liaison between
Agencies and Fifth Third Bank Position has direct impact to bank losses and recoveries in excess of 400MM per year.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. 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.
DUTIES & RESPONSIBILITIES:
Contact delinquent customers to obtain payment commitments.
Assess, interpret, identify indicators and respond accordingly to data gathered from customers and other resources that may identify potential workout loans, re-ages, etc.
Identify, evaluate, and resolve reasons for delinquency.
Conduct research, ordering payment copies, credit bureau reports, statements, and credit applications as necessary, to support the collection efforts.
Utilize cross sell of alternative loan products to reduce losses and promote continued business when applicable.
Record all collection efforts via the collection system insuring that all accounts are called and noted accurately.
Execute a plan to collect early delinquent accounts.
Access statements, applications, and third-party vendor services to locate or perfect customer contact and make some strategic actionable decisions.
Escalate calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate.
Reviews daily reports to identify job performance and tasks.
Insures completion of all projects and/or additional assignments assigned to them using Amtrak, Mobius and/or Excel.
Acts as a liaison between the bank and its Affiliates, ensuring that policy and procedures are followed.
Skip Trace accounts when applicable.
SUPERVISORY RESPONSIBILITIES: None
KNOWLEDGE & SKILLS REQUIRED:
High school diploma or equivalent.
Minimum one-year customer service or collection experience.
Strong oral and written communication skills.
Sales focus - ability to effectively negotiate.
Attention to detail.
Basic mathematical and analytical skills.
Strong computer aptitude.
Fifth Third Bank