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GENERAL FUNCTION: Under moderate supervision in a fast-paced call center environment, serve as the primary support to the Consumer Solutions department in the onboarding of vendors for third party services and ongoing management of third-party relationships and performance. Assesses third party performance by using reporting and scorecards; ensures performance aligns with the contractual requirements. Responsible for planning, scheduling, and participating in discussions with third party vendors regarding performance scorecards, overall performance reviews and issue tracking. Performs a variety of functions ensuring compliance in accordance with bank and regulatory requirements related to third party management while operating within the bank's risk appetite.

Responsible 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:

• Manage daily vendor workload including but not limited to account assignments, account recalls, preparation of affidavits, settlement processing, system updates, vendor emails and strategic actions.

• Manage and maintain scorecards for third party agencies, ensuring that required Key Performance Indicators (KPI's) are in alignment with vendor contracts, LOB, and bank requirements.

• Handle inbound customer calls regarding charged off accounts and third-party vendor issues.

• Manage and resolve customer and/or vendor complaints around regulatory compliance, FDCPA, UDAAP and Fair Lending; working with Compliance Partners and Internal Legal as needed.

• Manage and document ongoing performance calls with vendors to review performance, regulatory changes, compliance concerns and other matters, including service expectations.

• Partner with Line of Business leadership and the Third-Party Management Team to maintain compliance with third party management’s vendor monitoring requirements.

• Ensure both internal and vendor compliance on all regulatory requirements, bank policies and procedures.

SUPERVISORY RESPONSIBILITIES: None

KNOWLEDGE & SKILLS REQUIRED:

• High School diploma required, and college degree preferred

• Minimum of 1 year of experience in Collections, Legal Matters or Vendor Management.

• Advanced knowledge of FDCPA, industry regulatory requirements and law.

• Strong experience with Microsoft office products, such as Word, Excel, PowerPoint, and Outlook.

• Proficient with computer systems and keyboarding / data entry skills with moderate speed and accuracy.

• Excellent oral and written communication skills.

• Ability to communicate effectively with staff level, senior leadership, attorneys, and other industry professionals.

• Understanding of collections practices, policies, and procedures.

• Excellent customer service skills with both external and internal customers.

• Strong organizational skills and attention to detail.

• Must be able to work in a team environment and interact with employees and all levels of the organizations.

• Must be able to work independently with minimal supervision to achieve goals and meet demanding timelines.

#LI-EG1

Customer Solutions Third Party Specialist M-F 8am-5pm

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.