Sr. Homeowners Assistance Counselor

Fifth Third Bank • Cincinnati, OH

13h • Onsite

About The Position

Under moderate supervision, this role initiates contact and provides assistance to consumer and mortgage loan customers who are in default. The counselor guides customers toward workout alternatives based on their circumstances, while complying with all investor, company, federal, and insurer guidelines. This position manages outbound loss mitigation efforts on asset loans approaching charge-off status, aiming to minimize potential losses by contacting borrowers, agents, brokers, real estate agents, title companies, attorneys, investors, and insurers to resolve delinquencies in accordance with departmental and legal guidelines, while ensuring company and investor goals. The role is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures. Accountability extends to always doing the right thing for customers and colleagues, ensuring actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, results are achieved by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Requirements

• High School Diploma or equivalent required.
• Minimum two years collection, support or related customer service experience.
• Knowledge of bank-owned, investor & insurer guidelines for the mortgage and consumer companies.
• Required to know & adhere to FDCPA/Privacy Act/state laws as well as other bank policies in regards to collection guidelines.
• Excellence in consulting and advising customers via telephone and written communication.
• Excellent customer service skills with both external and internal customers.
• Excellent communication, comprehension, listening and negotiation skills.
• Ability to meet deadlines and work independently with medium level of supervision.
• Ability to analyze and suggest resolution to problems.
• Understanding of debt collections in any stage of delinquency (up to 180 days, charge off and bankruptcy).
• Strong analytical, problem solving and mathematical skills.
• Must be able to work in a team environment to interact well with employees and all levels of the organizations.
• Proficient in Microsoft Word, Outlook, Access and Excel with a minimum level of Intermediate.

Nice To Haves

• Loss Mitigation experience is preferable but not required.
• Knowledge of basic mortgage default timelines/procedures (bankruptcy/escrow/foreclosure).
• Foreclosure, bankruptcy and REO experience preferred.
• Familiarity with financial statements, tax returns, credit reports, home appraisals, title searches and other documents used to evaluate a pre-foreclosure remedy.

Responsibilities

• Utilize in-depth knowledge of loss mitigation options to manage a portfolio of accounts in late stages of delinquency (approaching charge-off status).
• Pursue communication with defaulted customers utilizing manual dialing to offer potential workout alternatives.
• Contact delinquent customers to obtain payment commitments.
• Make collection/demand calls with an account load defined by applicable capacity model.
• Analyze customer's situation and collateral risk to present alternative solutions including Forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure / Short Sales, and Deed in Lieu.
• Assist in identifying, negotiating and pursuing the appropriate loss mitigation option that maximizes customer satisfaction and investor return.
• Review, negotiate and recommend action on requests for proposed foreclosure or repossession alternatives within the timeframes established by management.
• Identify, evaluate and resolve reasons for delinquency.
• Explain all workout options within company/investor/insurer guidelines and know the requirements of each.
• Skip trace accounts for possible leads to locate and contact customers.
• Quote reinstatement amounts, payoffs, and set up repayment plans within the system.
• Pursue resolution on referrals of non-delinquent customers who request alternatives to allow ownership retention.
• Ensure that all requested documentation has been received by the customer.
• Monitor all accounts associated with Soldiers and Sailors Act to ensure compliance with all guidelines.
• Record all collection efforts via the collection system.
• Recommend additional actions with management assistance on delinquent accounts.
• Escalate calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate.
• Provide feedback to management for ideas on process improvement and suggestions for the specialty collections unit.
• Assist with training of new hires.

Benefits

• Comprehensive benefits
• Differentiated compensation offerings
• Eligible to participate in an incentive compensation plan
• Extensive benefits programs designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees