Consumer Recovery Manager

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YOUR RESPONSIBILITIES:

The responsibilities for this role are below; you may support projects of varying complexity based on skill and organizational priorities.

•  Consumer Recovery Leadership: Lead recovery performance and execution across internal recovery, external recovery, and total loss operations. Maintain accountability for recovery goals, liquidation performance, inventory outcomes, service levels, quality standards, compliance requirements, expense management, and customer experience expectations across assigned channels.

•  Recovery Strategy and Inventory Optimization: Partner in the development of recovery strategy and lead its execution across internal recovery, external agency placement, and total loss inventories. Establish operating priorities and recommend enhancements to account segmentation, treatment paths, placement timing, agency allocation, inventory movement, and performance practices to improve net recoveries and reduce losses.

•  Recovery Performance and Financial Accountability: Maintain overall accountability for recovery dollars, liquidation rates, net recovery yield, agency commission expense, total loss outcomes, inventory performance, productivity, quality, and service-level results. Use scorecards and portfolio analytics to identify performance gaps, set corrective priorities, and ensure actions are implemented and sustained.

•  Recovery Agency Leadership: Lead the Agency Manager responsible for day-to-day oversight of the Bank's external recovery agency network. Set agency performance expectations and maintain accountability for placement strategy, inventory mix, allocation and reallocation decisions, comparative results, commission expense, escalated issues, corrective actions, and recommendations regarding agency onboarding, continued use, or exit.

•  Total Loss Operations: Manage total loss operations, including the timely and accurate handling of insurance proceeds, customer or third-party payments, supporting documentation, deficiency balances, cycle times, controls, and financial outcomes.

•  People Leadership: Lead and develop exempt and non-exempt leaders and staff across internal recoveries, external recoveries, total loss operations, agency management, and operational support, including work performed through offshore service providers. Establish clear accountability for results, provide timely feedback, support career development and succession planning, and build leadership bench strength.

•  Operating Practices and Controls: Implement and recommend enhancements to procedures, controls, workflow standards, and operating practices supporting recovery treatment, external agency programs, total loss operations, deficiency recovery activities before legal referral, and related initiatives.

•  Third-Party and Offshore Governance: Maintain management accountability for recovery agency and offshore service-provider governance in partnership with the Agency Manager, Third Party Management, Compliance, Risk Management, and Finance. Ensure due diligence, performance reviews, service-level monitoring, quality controls, corrective action plans, scorecards, and ongoing oversight requirements are completed and escalated appropriately.

•  Technology and Continuous Improvement: Partner with Technology and business stakeholders to implement workflow improvements, reporting enhancements, automation opportunities, dialer optimization, and operational efficiencies across the recovery and total loss lifecycle.

•  Risk, Compliance, and Management Communication: Serve as the management lead for recovery-related audits, examinations, risk assessments, control reviews, and compliance activities. Ensure remediation is executed and provide senior leadership with recovery performance insights, significant issues, emerging risks, and strategic recommendations.

•  Other Duties: Perform other duties as assigned, adapting to new tasks or shifts in priorities as necessary to support your team and the company mission.

MINIMUM REQUIREMENTS:

•  Minimum 7 years of collections, recovery, servicing, or related financial services experience, including experience working with offshore or outsourced operations.

•  Minimum 5 years of progressive management experience with increasing responsibility.

•  Bachelor’s degree in business, Finance, Management, or a related field, or an equivalent combination of education and relevant work experience.

•  Demonstrated experience leading internal or external recovery operations, total loss operations, recovery agency programs, liquidation strategies, inventory management, operational controls, or recovery performance management.

•  Experience managing third-party recovery agencies, offshore service providers, or outsourced operations, including performance oversight, scorecards, service levels, quality controls, corrective actions, or vendor governance.

•  Experience implementing recovery strategies, operating procedures, controls, reporting routines, scorecards, or process improvements.

REQUIRED SKILLS:

Qualified candidates will possess a strong degree of proficiency, typically developed through 7 or more years of work or practical experience, in:

•  Consumer Recovery Operations: Knowledge of internal recovery, external recovery, total loss operations, liquidation strategies, inventory segmentation, treatment paths, operational controls, collection practices, and recovery performance management.

•  Recovery Agency Management: Ability to establish agency performance expectations, manage inventory placement and allocation, evaluate comparative results, monitor commission expense and net recovery yield, and oversee corrective actions.

•  Performance and Financial Management: Ability to interpret recovery dollars, liquidation rates, inventory trends, agency results, total loss outcomes, productivity, quality, expenses, and key risk indicators and translate findings into action.

•  Risk and Compliance: Knowledge of collection regulations, consumer lending principles, compliance requirements, risk management practices, third-party governance, and control expectations.

•  Leadership and Partnership: Strong leadership, accountability, analytical ability, decision-making, communication, presentation, and relationship-management skills with staff, peers, recovery agencies, offshore service providers, business partners, auditors, regulators, and senior management.

Consumer Recovery Manager

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

LOCATION -- Frisco, Texas 75034

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.