Dividend - Skip Tracing Specialist

General Function The Skip Tracing 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, 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 achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types. Essential Duties & Responsibilities Communicates with late‑stage delinquent customers via outbound collection calls, emails, and 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, and texts directly or transferred from a third‑party subservicer related to delinquency, hardship, complaints, system shut‑off, or loan assumptions. Communicates as necessary to third‑party servicers regarding 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 or 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. Complete other projects and duties as assigned. Supervisory Responsibilities None Minimum Knowledge & Skills Required High school diploma or equivalent. 3‑4 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. High level of enthusiasm, collegial attitude, and 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 Base salary reflects the range of salary levels for all roles within this pay grade across the United States. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education, and geographic location. The role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business, and/or individual performance. Benefits programs include comprehensive physical, financial, emotional, and social well‑being options. For more information, consult the careers benefits page or contact a talent acquisition partner. 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