Mortgage Workout Counselor

Fifth Third; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

Fifth Third Bank is seeking a Mortgage Collector in Cincinnati, OH. The role focuses on initiating contact with delinquent customers to offer workout alternatives while ensuring FDCPA compliance and investor guidelines.

You will analyze borrower situations, negotiate plans such as forbearance or repayment, and escalate complex cases as needed, contributing to risk control and customer satisfaction.

Qualifications

• High School Diploma or equivalent required.
• Minimum two years collection, support or related customer service experience; Loss Mitigation experience is preferable but not required.
• Knowledge of basic mortgage default timelines / procedures (bankruptcy / escrow/ foreclosure).
• Knowledge of bank-owned, investor & insurer guidelines for the mortgage and consumer companies.
• Required to know & adhere to FDCPA / Privacy Act / state laws as well as other bank policies in regards to collection guidelines.
• Excellence in consulting and advising customers via telephone and written communication.

Responsibilities

• Pursues communication with defaulted customers utilizing manual dialing to offer potential workout alternatives.
• Contacts delinquent customers to obtain payment commitments. Makes collection/demand calls with an account load defined by applicable capacity model.
• Analyze customer's situation and collateral risk to present alternative solutions including Forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure / Short Sales, and Deed in Lieu; Assist in identifying, negotiating and pursuing the appropriate loss mitigation option that best maximizes customer satisfaction and investor return.
• Review, negotiate and recommend action on requests for proposed foreclosure or repossession alternatives within the timeframes established by management.
• Identify, evaluate and resolve reasons for delinquency.
• Skip tracing accounts for possible leads to find customers information to contact them.
• Quoting reinstatement amounts, payoffs, and setting up repayment plans within the system.
• Escalate calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate.

Skills

Collections

Mortgage knowledge

FDCPA compliance

Customer service

Negotiation

Communication

Analytical skills

Teamwork

Education

High School Diploma or equivalent

Tools

Microsoft Word

Outlook

Access

Excel

Job description

Fifth Third Bank is seeking a Mortgage Collector in Cincinnati, OH. The role focuses on initiating contact with delinquent customers to offer workout alternatives while ensuring FDCPA compliance and investor guidelines.

You will analyze borrower situations, negotiate plans such as forbearance or repayment, and escalate complex cases as needed, contributing to risk control and customer satisfaction.