Fifth Third Bank, N.A.
Homeowners Asst Customer Care Specialist.
Fifth Third Bank, N.A., Cincinnati, Ohio, United States, 45208
Make banking a Fifth Third better
We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. GENERAL FUNCTION:
Under moderate supervision, the SPOC Specialist will work with borrowers, foreclosure attorneys, and internal departments such as Loss Mitigation, Bankruptcy, and Foreclosure. The goal is to provide the borrower with current account status and information regarding their Loss Mitigation application. The specialist aims to minimize customer complaints and frustration related to foreclosure and loss mitigation processes. The Specialist must be well-versed in departmental, investor, insurer, and legal guidelines across all states. The role involves being responsible and accountable for risk, following policies and procedures, and ensuring actions and behaviors promote a positive customer experience. The Specialist operates within the Bank's risk appetite, consistently identifying, assessing, managing, monitoring, and reporting risks. DUTIES & RESPONSIBILITIES:
Analyze borrower situations and respond to inquiries promptly. Commit to a sound customer experience, assisting with loan questions related to Loss Mitigation, Foreclosure, Bankruptcy, Escrow, or Customer Service issues. Understand all Loss Mitigation options offered by Fifth Third Bank. Guide borrowers on the actions needed for Loss Mitigation evaluation, including application processes, deadlines, and appeal procedures. Make welcome calls to borrowers. Maintain comprehensive documentation of all borrower contacts and contact attempts. Provide timely live telephonic responses to customer inquiries regarding the Loss Mitigation process or other loan-related questions. Research and respond to customer inquiries, escalating issues when necessary. Possess extensive knowledge of FiServ, ALS, CACS, COMIT, and ACE systems. Review foreclosure holds and pending foreclosure actions for accuracy. Ensure timelines are met and monitor loan resolution status from delinquency through Loss Mitigation and until foreclosure sale. Ensure all required documentation is available for problem resolution. Communicate with borrowers regarding account status and progress. Update records to reflect assistance provided and the status of collateral. Review pay histories and customer records. Ensure system updates for monthly reporting. Perform other duties as assigned. Coordinate with internal departments for information and research necessary for customer inquiries. Assist departments in following up on missing Loss Mitigation documents. KNOWLEDGE & SKILLS REQUIRED:
High School Diploma or equivalent. Minimum 2 years of Collections or Default Servicing experience. Intermediate proficiency in Microsoft Word and Excel. Excellent communication skills. Understanding of collections, default servicing, Loss Mitigation, foreclosure, bankruptcy, and REO experience preferred. Ability to evaluate customer situations empathetically. Excellent customer service skills. Knowledge of FDCPA, Privacy Act, state laws, and bank policies related to collections. Strong organizational skills and attention to detail. Ability to work independently and in a team. Willingness to work overtime as needed. Strong phone and follow-up skills, with ability to meet deadlines. Knowledge of collection processes and procedures. WORKING CONDITIONS:
Standard office environment. Moderate to high noise levels. Prolonged viewing of computer screens. Repetitive keystrokes and typing. Ability to lift up to 10 lbs regularly and occasionally up to 25 lbs. Extensive time on the phone with customers. Location: Cincinnati, Ohio 45227 Fifth Third Bank is committed to an inclusive culture and equal employment opportunity for all applicants and employees, regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military or veteran status, or any other legally protected status.
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We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. GENERAL FUNCTION:
Under moderate supervision, the SPOC Specialist will work with borrowers, foreclosure attorneys, and internal departments such as Loss Mitigation, Bankruptcy, and Foreclosure. The goal is to provide the borrower with current account status and information regarding their Loss Mitigation application. The specialist aims to minimize customer complaints and frustration related to foreclosure and loss mitigation processes. The Specialist must be well-versed in departmental, investor, insurer, and legal guidelines across all states. The role involves being responsible and accountable for risk, following policies and procedures, and ensuring actions and behaviors promote a positive customer experience. The Specialist operates within the Bank's risk appetite, consistently identifying, assessing, managing, monitoring, and reporting risks. DUTIES & RESPONSIBILITIES:
Analyze borrower situations and respond to inquiries promptly. Commit to a sound customer experience, assisting with loan questions related to Loss Mitigation, Foreclosure, Bankruptcy, Escrow, or Customer Service issues. Understand all Loss Mitigation options offered by Fifth Third Bank. Guide borrowers on the actions needed for Loss Mitigation evaluation, including application processes, deadlines, and appeal procedures. Make welcome calls to borrowers. Maintain comprehensive documentation of all borrower contacts and contact attempts. Provide timely live telephonic responses to customer inquiries regarding the Loss Mitigation process or other loan-related questions. Research and respond to customer inquiries, escalating issues when necessary. Possess extensive knowledge of FiServ, ALS, CACS, COMIT, and ACE systems. Review foreclosure holds and pending foreclosure actions for accuracy. Ensure timelines are met and monitor loan resolution status from delinquency through Loss Mitigation and until foreclosure sale. Ensure all required documentation is available for problem resolution. Communicate with borrowers regarding account status and progress. Update records to reflect assistance provided and the status of collateral. Review pay histories and customer records. Ensure system updates for monthly reporting. Perform other duties as assigned. Coordinate with internal departments for information and research necessary for customer inquiries. Assist departments in following up on missing Loss Mitigation documents. KNOWLEDGE & SKILLS REQUIRED:
High School Diploma or equivalent. Minimum 2 years of Collections or Default Servicing experience. Intermediate proficiency in Microsoft Word and Excel. Excellent communication skills. Understanding of collections, default servicing, Loss Mitigation, foreclosure, bankruptcy, and REO experience preferred. Ability to evaluate customer situations empathetically. Excellent customer service skills. Knowledge of FDCPA, Privacy Act, state laws, and bank policies related to collections. Strong organizational skills and attention to detail. Ability to work independently and in a team. Willingness to work overtime as needed. Strong phone and follow-up skills, with ability to meet deadlines. Knowledge of collection processes and procedures. WORKING CONDITIONS:
Standard office environment. Moderate to high noise levels. Prolonged viewing of computer screens. Repetitive keystrokes and typing. Ability to lift up to 10 lbs regularly and occasionally up to 25 lbs. Extensive time on the phone with customers. Location: Cincinnati, Ohio 45227 Fifth Third Bank is committed to an inclusive culture and equal employment opportunity for all applicants and employees, regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military or veteran status, or any other legally protected status.
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