Loan Resolution Specialist II(Collections)

Fifth Third; Cincinnati, Northern (OH, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH is seeking a Loan Resolution Specialist II (Collections) to support delinquency resolution and help customers through hardship programs. You will work across legal, compliance, operations and servicing, handling outbound and inbound contacts, document interactions, and ensure adherence to policies while delivering strong customer experience.

This role offers exposure to risk management, a base salary with incentive opportunities, and a path within a supportive,

Qualifications

• High School diploma or equivalent.
• 1-2 years of collections and customer service experience.
• Strong organizational and communication skills.
• Proficiency in Microsoft Suite.
• Ability to multitask and report to several managers.
• Salesforce experience preferred; Spanish language skills a plus.

Responsibilities

• Communicate with delinquent customers via outbound calls/emails/texts to resolve delinquency and reduce losses; recommend payment programs.
• Handle inbound calls/emails/texts related to delinquency, hardship, complaints, system shut-off, or loan assumptions.
• Coordinate with third-party servicers for account changes or adjustments.
• Attempt to resolve escalated complaint issues not related to product/contractor performance.
• Perform skip tracing to locate delinquent customers.
• Document all customer interactions and account activities with detailed notes.
• Adhere to Dividend policies and regulations.
• Other projects and duties as assigned

Skills

Collections experience

Customer service experience

Organizational skills

Communication skills

Microsoft Suite

Multitasking

Salesforce

Spanish language

Education

High School diploma or equivalent

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 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.

Introduce yourself to our team to stay connected on future opportunities.

We look forward to finding the right place for you.

Are you ready to take the next step?

Fifth Third is a bank that's as long on innovation as it is on history. Since 1858, we've been helping individuals, families, businesses and communities grow through smart financial services that improve lives. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation’s highest performing regional bank, but to be the bank people most value and trust.