Bilingual Loan Resolution & Collections Specialist

Fifth Third; Cincinnati, Northern (OH, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH is seeking a Loan Resolution Specialist to work with legal, compliance, operations, and servicing teams to resolve delinquent accounts and reduce losses. The role handles English/Spanish communications and adheres to regulatory guidelines while delivering strong customer service.

The position emphasizes compliance, documentation, and proactive problem solving within a risk-aware culture, including collaboration with third-party servicers and internal partners.

Qualifications

• Fluent in English and Spanish languages.
• High School diploma or equivalent.
• 3-4 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.
• Experience with Salesforce preferred.

Responsibilities

• Communicates with late stage delinquent customers via outbound collection calls/emails/texts using English and Spanish languages 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

Skills

Bilingual English/Spanish

Customer service experience

Organizational skills

Writing & communication

Ability to multitask

Education

High School diploma or equivalent

Tools

Salesforce

Microsoft Office

Job description

Fifth Third Bank in Cincinnati, OH is seeking a Loan Resolution Specialist to work with legal, compliance, operations, and servicing teams to resolve delinquent accounts and reduce losses. The role handles English/Spanish communications and adheres to regulatory guidelines while delivering strong customer service.

The position emphasizes compliance, documentation, and proactive problem solving within a risk-aware culture, including collaboration with third-party servicers and internal partners.