Customer-First Loan Resolution Specialist II (Collections)

Fifth Third; Cincinnati, Northern (OH, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH is seeking a Loan Resolution Specialist II (Collections) to support delinquency resolution and help customers through hardship programs. You will work across legal, compliance, operations and servicing, handling outbound and inbound contacts, document interactions, and ensure adherence to policies while delivering strong customer experience.

This role offers exposure to risk management, a base salary with incentive opportunities, and a path within a supportive,

Qualifications

• High School diploma or equivalent.
• 1-2 years of collections and customer service experience.
• Strong organizational and communication skills.
• Proficiency in Microsoft Suite.
• Ability to multitask and report to several managers.
• Salesforce experience preferred; Spanish language skills a plus.

Responsibilities

• Communicate with delinquent customers via outbound calls/emails/texts to resolve delinquency and reduce losses; recommend payment programs.
• Handle inbound calls/emails/texts related to delinquency, hardship, complaints, system shut-off, or loan assumptions.
• Coordinate with third-party servicers for account changes or adjustments.
• Attempt to resolve escalated complaint issues not related to product/contractor performance.
• Perform skip tracing to locate delinquent customers.
• Document all customer interactions and account activities with detailed notes.
• Adhere to Dividend policies and regulations.
• Other projects and duties as assigned

Skills

Collections experience

Customer service experience

Organizational skills

Communication skills

Microsoft Suite

Multitasking

Salesforce

Spanish language

Education

High School diploma or equivalent

Job description

Fifth Third Bank in Cincinnati, OH is seeking a Loan Resolution Specialist II (Collections) to support delinquency resolution and help customers through hardship programs. You will work across legal, compliance, operations and servicing, handling outbound and inbound contacts, document interactions, and ensure adherence to policies while delivering strong customer experience.

This role offers exposure to risk management, a base salary with incentive opportunities, and a path within a supportive,