Delinquency & Loan Resolution Specialist

Dividend; Cincinnati (OH); On-site; USD 40,000 - 55,000; Full time

Job summary

Dividend is seeking a Loan Resolution Specialist II in Cincinnati, OH to work across departments to resolve delinquency issues and prevent losses. You'll communicate with customers via calls, emails, and texts, document interactions, and adhere to policies to ensure compliant collections.

You will join a team focused on risk-aware service, with opportunities to handle skip tracing, payment programs, and escalated concerns while maintaining a positive customer experience.

Qualifications

• 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.

Responsibilities

• Communicates with delinquent customers via outbound calls/emails/texts to resolve delinquency and reduce losses; recommends payment programs.
• Handles inbound customer calls/emails/texts related to delinquency, hardship, complaints, or loan issues.
• Communicates with third-party servicers for account changes or adjustments.
• Confer with customers by phone/email to resolve escalated issues not related to product performance.
• Performs skip tracing to locate delinquent customers.
• Document all interactions with concise notes.

Skills

Customer service experience

Organizational skills

Written and verbal communication

Microsoft Suite

Multitasking

Independent & collaborative work

Enthusiasm & professional culture

Salesforce experience

Education

High School diploma or equivalent

Tools

Salesforce

Job description

Dividend is seeking a Loan Resolution Specialist II in Cincinnati, OH to work across departments to resolve delinquency issues and prevent losses. You'll communicate with customers via calls, emails, and texts, document interactions, and adhere to policies to ensure compliant collections.

You will join a team focused on risk-aware service, with opportunities to handle skip tracing, payment programs, and escalated concerns while maintaining a positive customer experience.