Summary
Overview
Work History
Education
Skills
Languages
Ethnicity
Awards
Timeline
Generic
JENNIFER FRIAS

JENNIFER FRIAS

Jenison,MI

Summary

Dedicated Bilingual Customer Solutions Advocate Working with Fifth Third for almost a year providing compassionate and exceptional customer service experience to our Hispanic community. While providing solutions using English and Spanish languages for early, mid, and late stage delinquent accounts, I continue to support and directly impact our Spanish customers, and prevent bank losses. Skilled in Empathy and advocating for customer rights, as well as fostering intellectual independence, I strive to provide meaningful and positive over the phone call experience. Known for commitment to and improvement of Bilingual advocate to customer experience. Received over 5 'Hummingbird Awards' for my strong empathetic skills, and compassion to listen to individuals with trauma.

Overview

7
7
years of professional experience

Work History

Bilingual Customer Solutions Advocate

Fifth Third Bank Corporate
09.2024 - Current
  • Explores possible solutions using English and Spanish languages and documents delinquent accounts in accordance with departmental, investor, and legal guidelines, ensuring attainment of the company’s commitments.
  • Promote meaningful and positive payment experiences through relevant and informed conversations using English and Spanish languages with customers regarding solutions available to mitigate losses on various consumer products, utilizing multiple systems
  • Reviews potential solutions on all non-mortgage and/or auto products, utilizing multiple systems.
  • Provide solutions using English and Spanish languages on early, mid, or late stages (up to charge-off) of delinquency to include loss mitigation, foreclosures, repossessions, pre charge-off, charge-off, recovery, bankruptcy, and Agency liaison departments.
  • Position has direct impact to prevent bank losses while providing an exceptional customer experience.

DIRECT SUPPORT PROFESSIONAL

HOPE NETWORK
06.2023 - 08.2024
  • Provided individualized support and care for adults with developmental disabilities
  • Implemented behavior plans and ensured clients' safety and well-being
  • Assisted with daily living activities and promoted independence
  • Documented progress and communicated effectively with interdisciplinary team

BILINGUAL ENTRY-LEVEL CSR

Peckham Inc.
06.2023 - 08.2023
  • Proficient in English and Spanish communication for effectively assisting diverse customer base.
  • Skilled in using customer relationship management software to efficiently manage client interactions.
  • Exceptional problem-solving abilities to address customer inquiries and resolve issues promptly.
  • Strong teamwork and collaboration skills for working with colleagues to achieve customer satisfaction goals.

PSYCHIATRIC TECHNICIAN

PINE REST CHRISTIAN MENTAL HEALTH SERVICES
09.2021 - 03.2023
  • Provided direct care and emotional support to patients in a psychiatric facility.
  • Administered medications and assisted with medical procedures under supervision of nurses.
  • Implemented behavioral management techniques to de-escalate and manage patients in crisis.
  • Collaborated with interdisciplinary team to create and implement individualized treatment plans.
  • Hummingbird Award Year 2021, 2022, 2023

GENERAL COUNSELOR

THE FRESH AIR FUND
06.2019 - 08.2020
  • Provided support and guidance to campers, promoting a positive and inclusive environment.
  • Led team-building activities and facilitated constructive conflict resolution among campers.
  • Ensured adherence to safety protocols and responded effectively to emergencies and camper concerns.
  • Collaborated with staff and parents to address camper needs and enhance overall camp experience.

DISASTER RESPONSE FIELDWORK INTERN

THE AMERICAN RED CROSS GREATER REGION
01.2019 - 05.2019
  • Conducted community needs assessments and provided disaster relief resources to affected populations.
  • Assisted in coordinating emergency response efforts and managing shelter operations during disasters.
  • Collaborated with local agencies and organizations to provide logistical support and communications during crises.
  • Participated in disaster training exercises and assisted in developing emergency response plans for vulnerable communities.

Education

MASTER OF ARTS DEGREE - FORENSIC PSYCHOLOGY

THE CHICAGO SCHOOL OF PROFESSIONAL PSYCHOLOGY
Washington, D.C
07.2025

BACHELOR OF ARTS - PSYCHOLOGY, SOCIOLOGY

University of Mount Saint Vincent
Riverdale, N.Y
01.2020

Skills

  • Client Care
  • Crisis Intervention
  • Empathy
  • Patience
  • Flexibility
  • Problem Solving
  • Team Player
  • Psychological Assessment
  • Communication Skills
  • Microsoft Office Proficiency
  • Attention to detail
  • Analytical reasoning
  • Client representation
  • Mentorship
  • Risk mitigation
  • Crisis support

Languages

Spanish
Native or Bilingual
English

Ethnicity

Hispanic/Latino

Awards

  • Hummingbird Award
  • 2021
  • 2022
  • 2023

Timeline

Bilingual Customer Solutions Advocate

Fifth Third Bank Corporate
09.2024 - Current

DIRECT SUPPORT PROFESSIONAL

HOPE NETWORK
06.2023 - 08.2024

BILINGUAL ENTRY-LEVEL CSR

Peckham Inc.
06.2023 - 08.2023

PSYCHIATRIC TECHNICIAN

PINE REST CHRISTIAN MENTAL HEALTH SERVICES
09.2021 - 03.2023

GENERAL COUNSELOR

THE FRESH AIR FUND
06.2019 - 08.2020

DISASTER RESPONSE FIELDWORK INTERN

THE AMERICAN RED CROSS GREATER REGION
01.2019 - 05.2019

BACHELOR OF ARTS - PSYCHOLOGY, SOCIOLOGY

University of Mount Saint Vincent

MASTER OF ARTS DEGREE - FORENSIC PSYCHOLOGY

THE CHICAGO SCHOOL OF PROFESSIONAL PSYCHOLOGY

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