Fifth Third Bank, N.A. Dividend - Customer Care Advocate in San Diego, California
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GENERAL FUNCTION: The Customer Care Advocate is an integral part of Dividend’s Portfolio Management team and will work hand-in-hand across multiple departments including legal, compliance, operations, customer support and servicing. This role provides the highest quality customer service while working with our customers to identify and remedy any issues that may arise.
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.
This position is in either our Las Vegas, NV or San Diego, CA office.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responsible for the end-to-end processing for resolving escalated customer concerns
Works directly with cross-functional departments and investors to reach a resolution acceptable to all interested parties
Resolves escalations in a manner that avoids delinquency and/or negative customer impact as applicable, or assists customer in taking payments to maintain a current status
Documents all interactions/account activities with concise and detailed account notes
Participates in meetings to discuss/update management, other departments, and/or investors on complaint status/issues as needed
Maintains a high level of professionalism in difficult communications with customers, other departments, investors, and external partners
Adheres to all Dividend policies and procedures, including State and Federal collection regulations
Other projects and duties as assigned
MINIMUM KNOWLEDGE AND SKILLS REQUIRED:
2+ years of collections and customer service experience
Works with thoroughness and high attention to detail
Exceptional written and verbal communication skills
High-level proficiency in Outlook, Word, Excel and other standard software products
Ability to multitask, prioritize projects, and report to several managers
A high level of enthusiasm, collegial attitude and a willingness to perform a wide range of tasks
Ability to work independently as well as collaboratively
Desire to work in an entrepreneurial but highly professional culture
Salesforce a plus
Bilingual – Spanish a plus
Dividend - Customer Care Advocate
LOCATION -- Las Vegas, Nevada 89135
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.