Homeowners Assistance Customer Care Specialist

Homeowners Assistance Customer Care Specialist Role Overview GENERAL FUNCTION: Under moderate supervision SPOC Specialist will work with borrowers, foreclosure attorneys, and internal departments such as Loss Mitigation, Bankruptcy and Foreclosure, in an attempt to provide the borrower with current account status and information regarding their Loss Mitigation application. The specialist works to minimize customer complaints and frustration involved in understanding the complexities of foreclosure and loss mitigation efforts. The Specialist must be well versed in departmental, investor, insurer and legal guidelines in all states. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types. Duties & Responsibilities Analyze the borrower situations and requests. Responding to all borrower inquiries in a timely manner. Commitment to a sound customer experience and dedication to assist the borrower with any loan questions including but not limited to Loss Mitigation, Foreclosure, Bankruptcy, Escrow or related Customer Service issues when applicable. Knowledge of all Loss Mitigation options offered by Fifth Third Bank and available to the borrower. Must be able to provide the borrower on the actions needed to be evaluated for Loss Mitigation options, specifically the application process, pending deadlines and the denial appeal process if applicable. Welcome calls to the borrower. Full and complete servicing system documentation on all borrower contact and contact attempts. Ability to provide timely live telephonic responses to all customer inquiries regarding the Loss Mitigation application process or other loan related inquiries. Responds and researches customer inquiries. Researches appropriate course of action. Follows up with management when needed to elevate potential issues. Extensive knowledge of FiServ, ALS, CACS, COMIT and ACE. Review foreclosure holds and pending foreclosure action for accuracy. Possessing full knowledge of circumstances under which Fifth Third may make a referral to foreclosure. Ensure timeline are being met. Continue to monitor loan resolution status from 45 day delinquent through the Loss Mitigation effort and until Foreclosure sale. Acknowledging special continuity of contact designation and responsibility does not end until the loan is current for three consecutive months. Ensures that all required documentation is made available to management for problem resolution. Corresponds with borrower on account status and progress. Updates records to ensure that the customer has received the appropriate assistance, and that Fifth Third Bank has knowledge of the location and condition of the collateral. Reviews and analyzes pay histories and customer records. Ensures system is properly updated for monthly reporting. Performs other duties as assigned by the management team. Interacts with numerous internal departments to obtain information and complete research necessary for customer inquiries. Assist internal departments with following up on missing Loss Mitigation application documents. Knowledge & Skills Required High School Diploma or equivalent. Minimum 2 years Collections or Default Servicing experience. Intermediate proficiency level in Microsoft Word and Excel. Excellent oral and written communication skills. Understanding of collections and default servicing practices. Loss Mitigation, foreclosure, bankruptcy and REO experience preferred. Ability to evaluate a customer's situation without judgment being a customer advocate. Excellent customer service skills with both external and internal customers. Required to know & adhere to FDCPA / Privacy Act / state laws as well as other bank policies and investor requirements in regards to collection guidelines. Strong organizational skills and attention to detail. Ability to work independently with minimal supervision. Ability to work overtime as needed. Strong telephone and follow-up skills, and the ability to meet deadlines. Working knowledge of collection processes and procedures required. Must be able to work in a team environment to interact with employees and all levels of the organization. Working Conditions Normal office environment with little exposure to dust, and extreme temperatures. Noise level is moderate to high. Extending viewing of computer screens. Repetitive keystroke movements and typing skills, and/or move up to 10 lbs; occasionally lift/and or move up to 25 lbs. Extensive time on the phone with customers up to 100% of the workday. Location: Cincinnati, Ohio 45227 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. We encourage qualified applicants to apply. All applicants are considered for employment or other business opportunities under the law governing equal opportunity. #J-18808-Ljbffr