Homeowners Asst Customer Care Specialist

Homeowners Assistant Customer Care Specialist The SPOC Specialist works with borrowers, foreclosure attorneys, and internal departments such as Loss Mitigation, Bankruptcy, and Foreclosure to provide borrowers with current account status and information regarding their Loss Mitigation application. The specialist minimizes customer complaints and frustration by explaining the complexities of foreclosure and loss mitigation efforts while adhering to departmental, investor, insurer, and legal guidelines in all states. Responsibilities Analyze borrower situations and requests. Respond promptly to all borrower inquiries. Commit to a sound customer experience and assist borrowers with questions related to Loss Mitigation, Foreclosure, Bankruptcy, Escrow, or other loan matters. Maintain knowledge of all Loss Mitigation options offered by Fifth Third Bank and advise borrowers accordingly. Explain the application process, pending deadlines, and denial‑appeal process to borrowers. Maintain full and complete servicing‑system documentation of all borrower contacts and attempts. Provide timely telephonic responses to all customer inquiries regarding the Loss Mitigation application or other loan questions. Research and respond to customer inquiries, escalating issues to management when necessary. Show extensive knowledge of FiServ, ALS, CACS, COMIT, and ACE. Review foreclosure holds and pending actions for accuracy. Ensure all deadlines and timelines are met. Monitor loan resolution status from 45‑day delinquent through the Loss Mitigation effort to foreclosure sale, maintaining continuity of contact until the loan is current for three consecutive months. Ensure required documentation is available to management for problem resolution. Correspond with borrowers on account status and progress. Update records to reflect the collateral’s location and condition. Review and analyze pay histories and customer records. Ensure system updates support monthly reporting. Perform other duties as assigned by management. Collaborate with internal departments to obtain necessary information and complete research for customer inquiries. Assist departments with follow‑up on missing Loss Mitigation application documents. Qualifications High School Diploma or equivalent. Minimum of 2 years in Collections or Default Servicing. Intermediate proficiency in Microsoft Word and Excel. Excellent verbal and written communication skills. Understanding of collections and default servicing practices; experience with Loss Mitigation, foreclosure, bankruptcy, and REO preferred. Ability to evaluate a customer’s situation without judgment and act as a customer advocate. Strong customer service skills with external and internal clients. Knowledge of and adherence to FDCPA, Privacy Act, state laws, and bank policies regarding collection guidelines. Strong organizational skills and attention to detail. Ability to work independently with minimal supervision. Willingness to work overtime as needed. Strong telephone and follow‑up skills, and ability to meet deadlines. Working knowledge of collection processes and procedures. Comfortable working in a team environment and interacting with employees at all levels. Working Conditions Normal office environment with moderate to high noise level. Limited exposure to dust and extreme temperatures. Extensive computer screen viewing. Repetitive keystroke and typing movements. Ability to lift or move up to 10 lbs occasionally up to 25 lbs. Approximately 100% of the workday spent on the phone with customers. Location Cincinnati, Ohio 45227 Benefits Competitive salary and a comprehensive benefits program supporting physical, financial, emotional, and social well‑being. Equal Opportunity Employer Fifth Third Bank is an equal‑employment‑opportunity employer that promotes an inclusive culture and ensures equal employment opportunities 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 Fifth Third