Mortgage Workout Specialist

Fifth Third Bank, N.A.; Cincinnati (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Fifth Third Bank, N.A. in Cincinnati, OH is seeking a Mortgage Collector to work onsite at One Financial Way. Under supervision, you contact delinquent borrowers, explore workout options, and coordinate with investors to minimize losses while following FDCPA and internal guidelines.

You will analyze accounts, negotiate forbearance or repayment plans, and document every action in the collection system. The role emphasizes customer service, compliance, and teamwork in a fast-paced environment.

Qualifications

• High School Diploma or equivalent required.
• Minimum two years collection, support or related customer service experience.
• Knowledge of mortgage default timelines / procedures (bankruptcy / escrow/ foreclosure).
• FDCPA / Privacy Act / state laws adherence and bank policies.
• Excellent communication, listening and negotiation skills.
• Ability to meet deadlines and work independently with medium supervision.
• Understanding of debt collections in delinquency stages (up to 180 days).
• Strong math, analytical and problem-solving skills.

Responsibilities

• Pursues communication with defaulted customers utilizing manual dialing to offer workout alternatives.
• Makes collection/demand calls with an account load defined by capacity model.
• Analyze customer's situation and collateral risk to present forbearance, repayment plans or modifications.
• Review and negotiate action on foreclosure or repossession alternatives.
• Identify, evaluate and resolve reasons for delinquency.
• Skip tracing for leads to contact borrowers.
• Quoting reinstatement amounts, payoffs, and setting up repayment plans.
• Escalate calls to supervisor or agencies as appropriate.
• Record all collection efforts in the collection system.

Skills

Customer service

Negotiation

Communication

Financial analysis

Team player

Microsoft Office

Education

High School Diploma

Tools

Microsoft Word

Outlook

Access

Excel

Job description

Fifth Third Bank, N.A. in Cincinnati, OH is seeking a Mortgage Collector to work onsite at One Financial Way. Under supervision, you contact delinquent borrowers, explore workout options, and coordinate with investors to minimize losses while following FDCPA and internal guidelines.

You will analyze accounts, negotiate forbearance or repayment plans, and document every action in the collection system. The role emphasizes customer service, compliance, and teamwork in a fast-paced environment.