Loan Resolution Specialist II(Collections)

Fifth Third Bank • Cincinnati, OH

7d

About The Position

Loan Resolution Specialists work across legal, compliance, operations, customer support, and servicing to provide high-quality customer service and help customers identify and remedy issues. The role is accountable for managing risk, following policies and procedures, and supporting positive customer experiences while operating within the Bank’s risk appetite.

The specialist contacts early-stage delinquent customers to resolve delinquencies and reduce losses, handles inbound customer inquiries, coordinates account changes with third-party servicers, addresses escalated complaints, and performs skip tracing when needed. The position also requires thorough documentation of customer interactions and adherence to applicable state and federal collection regulations. The role has no supervisory responsibilities and is located in Cincinnati, Ohio.

Requirements

• High school diploma or equivalent.
• 1–2 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.
• Enthusiasm, a collegial attitude, and willingness to perform a wide range of tasks.
• Ability to work independently and collaboratively.
• Desire to work in an entrepreneurial but highly professional culture.

Nice To Haves

• Experience with Salesforce.
• Bilingual Spanish.

Responsibilities

• Contact early-stage delinquent customers by outbound calls, emails, and texts to resolve delinquencies and reduce losses.
• Recommend appropriate payment programs to assist customers experiencing financial hardship, where applicable.
• Handle inbound customer calls, emails, and texts related to delinquency, hardship, complaints, system shut-off, or loan assumptions, including contacts transferred from a third-party sub-servicer.
• Communicate account changes or required adjustments to third-party servicers as necessary.
• Contact existing customers by telephone or email to address escalated complaint issues not related to product or contractor performance.
• Perform skip tracing activities as needed to locate and contact delinquent customers.
• Document customer interactions and account activities with concise, detailed account notes.
• Follow Dividend policies and procedures, including state and federal collection regulations.
• Complete other projects and duties as assigned.

Benefits

• Comprehensive benefits programs supporting employees’ and families’ physical, financial, emotional, and social well-being.
• Incentive compensation plan eligibility, with payments based on company, line of business, and/or individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED