Loan Resolution Specialist I

General Function The Loan Resolution Specialists work hand‑in‑hand across multiple departments including legal, compliance, operations, customer support and servicing. They provide the highest quality customer service while working with customers to identify and remedy any issues that may arise. They are responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. They are 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, they will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types. Essential Duties & Responsibilities Communicate with early stage delinquent customers via outbound collection calls/emails/texts to resolve delinquency and reduce losses; recommend appropriate payment programs where applicable to assist customers experiencing a financial hardship Promptly handle inbound customer calls/emails/texts directly or transferred from third‑party sub‑servicer related to delinquency, hardship, complaints, system shut‑off, or loan assumptions Communicate as necessary to third‑party servicer about account changes or required adjustments Confer with existing customers by telephone and/or email in an attempt to resolve escalated complaint issues not related to product/contractor performance Perform skip‑tracing activities as needed to locate and contact delinquent customers Document all customer interactions and 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 year of Collections or 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 Benefits & Compensation 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. Location Cincinnati, Ohio 45227 Equal Employment Opportunity Statement 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. #J-18808-Ljbffr