Fifth Third Bank
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GENERAL FUNCTION:
Under moderate supervision, the Homeowner's Assistance Department Counselor initiates contact and provides assistance to consumer and mortgage loan customers in default. The counselor guides customers to achieve workout alternatives based on their circumstances, while complying with investor, company, federal, and insurer guidelines. The goal is to minimize potential losses by working with borrowers, agents, mortgage brokers, real estate agents, attorneys, investors, and insurers to resolve delinquencies in accordance with departmental and legal guidelines, aligning with company and investor goals. This role involves responsible risk management by openly sharing ideas, raising concerns, and adhering to policies and procedures. The counselor must always prioritize doing the right thing for customers and colleagues, ensuring actions and behaviors foster a positive customer experience. Operating within the Bank’s risk appetite, the counselor will identify, assess, manage, monitor, and report risks effectively. DUTIES AND RESPONSIBILITIES:
Communicate with defaulted customers via manual dialing to offer workout options and obtain payment commitments. Make collection calls within the capacity model. Analyze customer situations and collateral risk to present solutions such as Forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure/Short Sales, and Deed in Lieu; assist in identifying the best loss mitigation option. Review and negotiate foreclosure or repossession alternatives within established timeframes. Identify, evaluate, and resolve reasons for delinquency. Explain all workout options within company, investor, and insurer guidelines, understanding the requirements of each. Perform skip tracing to locate contact information. Quote reinstatement amounts, payoffs, and set up repayment plans. Resolve referrals for non-delinquent customers requesting alternatives to retain ownership. Ensure all requested documentation is obtained from customers. Monitor accounts under Soldiers and Sailors Act compliance. Record all collection efforts accurately. Recommend additional actions to management on delinquent accounts. Escalate calls or issues to supervisors, repossession, legal, or collection agencies as needed. Provide feedback and suggestions for process improvements. Assist with administrative tasks as directed. MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:
High School Diploma or equivalent. At least two years of collection, support, or related customer service experience; Loss Mitigation experience is a plus. Knowledge of mortgage default timelines, procedures, and guidelines. Understanding of FDCPA, Privacy Act, state laws, and bank policies related to collections. Strong communication, negotiation, and customer service skills. Ability to work independently, meet deadlines, and analyze problems. Familiarity with financial documents and evaluation methods for pre-foreclosure remedies. Basic understanding of mortgage lending and servicing. Proficiency in Microsoft Office Suite at an intermediate level. Location: Cincinnati, Ohio 45227 Fifth Third Bank is committed to an inclusive culture and equal employment opportunity for all applicants and employees.
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Under moderate supervision, the Homeowner's Assistance Department Counselor initiates contact and provides assistance to consumer and mortgage loan customers in default. The counselor guides customers to achieve workout alternatives based on their circumstances, while complying with investor, company, federal, and insurer guidelines. The goal is to minimize potential losses by working with borrowers, agents, mortgage brokers, real estate agents, attorneys, investors, and insurers to resolve delinquencies in accordance with departmental and legal guidelines, aligning with company and investor goals. This role involves responsible risk management by openly sharing ideas, raising concerns, and adhering to policies and procedures. The counselor must always prioritize doing the right thing for customers and colleagues, ensuring actions and behaviors foster a positive customer experience. Operating within the Bank’s risk appetite, the counselor will identify, assess, manage, monitor, and report risks effectively. DUTIES AND RESPONSIBILITIES:
Communicate with defaulted customers via manual dialing to offer workout options and obtain payment commitments. Make collection calls within the capacity model. Analyze customer situations and collateral risk to present solutions such as Forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure/Short Sales, and Deed in Lieu; assist in identifying the best loss mitigation option. Review and negotiate foreclosure or repossession alternatives within established timeframes. Identify, evaluate, and resolve reasons for delinquency. Explain all workout options within company, investor, and insurer guidelines, understanding the requirements of each. Perform skip tracing to locate contact information. Quote reinstatement amounts, payoffs, and set up repayment plans. Resolve referrals for non-delinquent customers requesting alternatives to retain ownership. Ensure all requested documentation is obtained from customers. Monitor accounts under Soldiers and Sailors Act compliance. Record all collection efforts accurately. Recommend additional actions to management on delinquent accounts. Escalate calls or issues to supervisors, repossession, legal, or collection agencies as needed. Provide feedback and suggestions for process improvements. Assist with administrative tasks as directed. MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:
High School Diploma or equivalent. At least two years of collection, support, or related customer service experience; Loss Mitigation experience is a plus. Knowledge of mortgage default timelines, procedures, and guidelines. Understanding of FDCPA, Privacy Act, state laws, and bank policies related to collections. Strong communication, negotiation, and customer service skills. Ability to work independently, meet deadlines, and analyze problems. Familiarity with financial documents and evaluation methods for pre-foreclosure remedies. Basic understanding of mortgage lending and servicing. Proficiency in Microsoft Office Suite at an intermediate level. Location: Cincinnati, Ohio 45227 Fifth Third Bank is committed to an inclusive culture and equal employment opportunity for all applicants and employees.
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