Dividend -Bilingual Loan Resolution Specialist (Collections)

Fifth Third Bank; Cincinnati (OH); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Comprehensive benefits

Incentive compensation plan

Job summary

Fifth Third Bank in Cincinnati, OH is seeking a bilingual Loan Resolution Specialist (Collections) to work with delinquent customers in English and Spanish. You will handle outbound collections, respond to inquiries, and coordinate with third-party servicers to minimize losses.

The role requires 3–4 years of collections and customer service, with strong communication and organizational skills. The position offers an incentive plan and comprehensive benefits, with a focus on customer care and

Qualifications

• Fluent in English and Spanish; excellent written and verbal communication.
• High School diploma or equivalent required.
• 3–4 years of collections and customer service experience.
• Proficiency with Microsoft Office; Salesforce experience preferred.

Responsibilities

• Communicates with late-stage delinquent customers in English and Spanish via outbound calls, emails, and texts to resolve delinquency and reduce losses.
• Handles inbound inquiries related to delinquency, hardship, complaints, system shut-off, or loan assumptions.
• Coordinates with third-party servicers on account changes or required adjustments.
• Resolves escalated complaints by phone or email; documents all interactions with precise notes.
• Performs skip tracing to locate delinquent customers and collects information as needed.
• Adheres to Dividend policies and loan collection regulations; performs other duties as assigned.

Skills

Bilingual English/Spanish

Customer service

Communication skills

Organizational skills

Multitasking

Independent & team-oriented

Education

High School Diploma or GED

Tools

Salesforce

Microsoft Office

Job description

Make banking a Fifth Third better®
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

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 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

SUPERVISORY RESPONSIBILITIES: None

MINIMUM KNOWLEDGE& SKILLS REQUIRED:

• · 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
• · Ability to work independently as well as collaboratively
• · Desire to work in an entrepreneurial but highly professional culture
• · Experience with Salesforce preferred

Dividend -Bilingual Loan Resolution Specialist (Collections)

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

LOCATION – Cincinnati, Ohio 45227

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.