Dividend -Bilingual Loan Resolution Specialist (Collections)

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

Make banking a Fifth Third better. We connect great people to great opportunities.

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

COMPENSATION

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.

BENEFITS

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. 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.

LOCATION

Cincinnati, Ohio 45227

EQUAL EMPLOYMENT OPPORTUNITY

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.