Loan Resolution Specialist I

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

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.

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 early stage delinquent customers via outbound collection calls/emails/texts 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

• High School diploma or equivalent
• 1 years 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
• 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
• Bilingual- Spanish preferred

Loan Resolution Specialist I

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

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.