Dividend - Loan Resolution Specialist II

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GENERAL FUNCTION:

The Loan Resolution Specialists work hand-in-hand across multiple departments including legal, compliance, operations, customer support and servicing. Providing the highest quality customer service while working with our customers to identify and remedy any issues that may arise.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. 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, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Communicates with early stage delinquent customers via outbound collection calls/emails/texts to resolve delinquency and reduce losses; recommends appropriate payment programs where applicable to assist customers experiencing a financial hardshipPromptly handles inbound customer calls/emails/texts directly or transferred from third-party sub-servicer related to delinquency, hardship, complaints, system shut-off, or loan assumptionsCommunicates as necessary to third-party servicer account changes or required adjustmentsConfers with existing customers by telephone and/or email in an attempt to resolve escalated complaint issues not related to product/contractor performancePerforms skip tracing activities as needed to locate and contact delinquent customersDocument all customer interactions/account activities with concise and detailed account notesAdhere to all Dividend policies and procedures, including State and Federal collection regulationsOther projects and duties as assignedSUPERVISORY RESPONSIBILITIES: None

MINIMUM KNOWLEDGE & SKILLS REQUIRED:

High School diploma or equivalent1-2 years of Collections and Customer Service ExperienceStrong organizational skills and attention to detailExcellent written and verbal communication skillsHigh-level proficiency in Microsoft SuiteAbility to multitask, prioritize projects, and report to several managersA high level of enthusiasm, collegial attitude, and a willingness to perform a wide range of tasksAbility to work independently as well as collaborativelyDesire to work in an entrepreneurial but highly professional cultureExperience with Salesforce preferredBilingual- Spanish preferred

Dividend - Loan Resolution Specialist II

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. 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. 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.