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GENERAL FUNCTION: Under moderate supervision the Financial Guidance Counselor provides assistance, counsels, and guides the customer in order to achieve work out alternatives based upon customer's circumstances while complying with all investor, company, federal and insurer guidelines. 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Pursue communication with defaulted customers utilizing manual or automated dialing to obtain payment commitments designed to find a mutually beneficial resolution for delinquency

• Assist in identifying, negotiating. and pursuing the appropriate loss mitigation option to best maximize customer satisfaction and investor return by offering alternative financial solutions

• Provide proper and timely responses to customer correspondence in compliance with company, state and federal guidelines

• Record all customer communication efforts via the internal system of record ensuring that all accounts are called and noted accurately

• Display effective time management skills to enhance productivity while using multiple system platforms to identify, evaluate, and resolve reasons for delinquency

• Pursue resolution on referrals of non-delinquent customers who request alternatives to allow ownership retention

• Overcome objections and employ conflict management strategies in order to handle escalated situations, while staying in compliance with the Fifth Third Quality Assurance Procedure and providing outstanding customer service

• Multi-task and work independently in a fast-paced environment while reviewing metrics and evaluating performance

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High School Diploma or equivalent required.

• Minimum one-year collection experience, including knowledge of basic default timelines/procedures.

• Knowledge of bank-owned, investor and insurer guidelines for consumer lending.

• Excellent written and verbal communication, comprehension, listening and negotiation skills.

• Ability to meet deadlines and work independently with medium level of supervision.

• Strong analytical, problem solving and mathematical skills to be used in financial counseling, evaluation, and interpretation of complex information.

Financial Guidance Conselor

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.