Loan Resolution Specialist-4

GENERAL FUNCTION The Loan Resolution 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. Responsibilities include being accountable for risk by 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, ensuring their 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 financial hardship. Promptly handles inbound customer calls, emails, and texts directly or transferred from third‑party sub‑servicers 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. Performs skip‑tracing activities as needed to locate and contact delinquent customers. Documents all customer interactions and account activities with concise and detailed account notes. Adheres to all Dividend policies and procedures, including State and Federal collection regulations. 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. A high level of enthusiasm, collegial attitude, and a 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. SALARY & BENEFITS Loan Resolution Specialist – 4Total Base Pay Range: 0.00 – 0.00At Fifth Third, we recognize the importance of rewarding employees for their contributions to customers, communities, and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to enable each employee 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 skill set, relevant experience, education, and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with payments based upon company, line of business, and/or individual performance. Our extensive benefits programs support the physical, financial, emotional, and social well‑being of employees and their families. You can learn more about those programs on our Benefits page: LOCATION Las Vegas, Nevada 89135 EEO 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 Fifth Third