Delinquency Resolution Specialist

Fifth Third Bank; Cincinnati (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH is seeking a Loan Resolution Specialist I to work with multiple departments to resolve delinquency issues and provide high-quality customer service. The role involves outbound and inbound communications, recommending payment programs, and ensuring compliance with applicable regulations.

The position offers opportunities to collaborate across legal, compliance, operations, and servicing teams while supporting customers through hardship and delinquency processes.

Qualifications

• 1 year of Collections or 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.
• Bilingual- Spanish preferred.

Responsibilities

• Communicates with early stage delinquent customers via outbound calls/emails/texts to resolve delinquency and reduce losses.
• Recommends appropriate payment programs to assist customers in hardship.
• Handles inbound calls/emails/texts related to delinquency, hardship, complaints, system shut-off, or loan assumptions.
• Communicates with third-party servicer account changes or required adjustments.
• Confers with customers by telephone/email to resolve escalated complaint issues not related to product performance.
• Performs skip tracing to locate and contact delinquent customers.
• Documents all customer interactions with concise notes.
• Adheres to Dividend policies and state/federal collection regulations.
• Other projects and duties as assigned.

Skills

Collections experience

Customer service experience

Multitask

Communication skills

Microsoft Office

Salesforce

Bilingual Spanish (preferred)

Education

High School diploma or equivalent

Tools

Microsoft Office

Salesforce

Job description

Fifth Third Bank in Cincinnati, OH is seeking a Loan Resolution Specialist I to work with multiple departments to resolve delinquency issues and provide high-quality customer service. The role involves outbound and inbound communications, recommending payment programs, and ensuring compliance with applicable regulations.

The position offers opportunities to collaborate across legal, compliance, operations, and servicing teams while supporting customers through hardship and delinquency processes.