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GENERAL FUNCTION:

The Loan Resolution Specialists work hand-in-hand across multiple departments including legal, compliance, operations, customer support and servicing. Providing 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 following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensuring that actions and behaviors drive a positive customer experience. Operating within the Bank’s risk appetite, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Communicates with early stage delinquent customers via outbound collection calls/emails/texts to resolve delinquency and reduce losses; recommends appropriate payment programs where applicable to assist customers experiencing a financial hardship
Promptly handles inbound customer calls/emails/texts directly or transferred from third-party sub-servicer related to delinquency, hardship, complaints, system shut-off, or loan assumptions
Communicates as necessary to third-party servicer account changes or required adjustments
Confers with existing customers by telephone and/or email in an attempt to resolve escalated complaint issues not related to product/contractor performance
Performs skip tracing activities as needed to locate and contact delinquent customers
Document all customer interactions/account activities with concise and detailed account notes
Adhere to all Dividend policies and procedures, including State and Federal collection regulations
Other projects and duties as assigned
SUPERVISORY RESPONSIBILITIES: None

MINIMUM KNOWLEDGE & SKILLS REQUIRED:

High School diploma or equivalent
1-2 years of Collections and Customer Service Experience
Strong organizational skills and attention to detail
Excellent written and verbal communication skills
High-level proficiency in Microsoft Suite
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
Experience with Salesforce preferred
Bilingual- Spanish preferred

Loan Resolution Specialist (Collections)

LOCATION -- Cincinnati, Ohio 45227

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.