Dividend - Loan Resolution Specialist II

Loan Resolution Specialist II

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.

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.

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.

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.

Location -- Cincinnati, Ohio 45227