Fifth Third Bank · 16 hours ago
Sr. Financial Guidance Counselor
Grand Rapids, MI
Full-time
Onsite
Mid, Senior Level
2+ years expFifth Third Bank is a financial institution that connects great people to great opportunities. The Sr. Financial Guidance Counselor provides assistance and guidance to customers in financial distress, helping them explore work out alternatives while ensuring compliance with various guidelines.
BankingCommercial LendingFinanceFinancial ExchangesFinancial ServicesLendingMedia and EntertainmentMortgage
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
Mentor, coach, and answer peer questions while functioning as a departmental subject matter expert
Assist management in the handling of special projects
Suggest changes/improvements in workflow, procedures and processes
Escalate complaints and/or accounts with unique circumstances to leadership as outlined by the bank’s complaint management program
Qualification
Required
High School Diploma or equivalent required
Minimum two-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
Preferred
One-year Loss Mitigation experience is preferred
Benefits
Comprehensive benefits
Differentiated compensation offerings
Company
Fifth Third Bank
Fifth Third Bancorp is a financial services company that specializes in small business, retail banking, and investments. It is a sub-organization of Fifth Third Bank.
10001+ employees
H1B Sponsorship
Fifth Third Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
2020 (43)
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
B
Bryan Preston
Chief Financial Officer
Maria Holmes
VP, Senior Manager Corporate Sponsorship
Recent News
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2026-01-24
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2026-01-23
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