SPOC Call Center Agent

SPOC Call Center Agent

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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 and 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 escalate 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 a 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 and 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 organizations.

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.
• Lift and/or move up to 10 lbs; occasionally lift/and or move up to 25lbs.
• Extensive time on the phone with customers up to 100% of the workday.

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

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.

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. You can learn more about those programs on our 53.com Careers page at: or by consulting with your talent acquisition partner.

Location -- Cincinnati, Ohio 45227

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.