Loan Resolution Specialist II(Collections)

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

About Dividend

At Dividend, we question convention, reward creativity, and always welcome new ideas. We are hungry to win, happy to help, and determined to succeed. Every day, we get to see the impact we've had on our customers, our partners, and on the world around us. So, take a look and see if you think you'd be a good fit for Dividend.

About Dividend

At Dividend, we question convention, reward creativity, and always welcome new ideas. We are hungry to win, happy to help, and determined to succeed. Every day, we get to see the impact we've had on our customers, our partners, and on the world around us. So, take a look and see if you think you'd be a good fit for Dividend.

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
• 1-2 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

• Bilingual- Spanish preferred

Loan Resolution Specialist II(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 45242

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.