Dividend -Skip Tracing Specialist

About the role

This is a dedicated skip tracing role within Fifth Third Bank’s collections function. Collections calls and activities remain part of the role, but extensive daily skip tracing will be required on priority accounts using approved skip tracing tools to generate customer contact.

General Function

The LSR-III Skip Tracing Specialist collaborates across multiple departments—including legal, compliance, operations, customer support, and servicing—to deliver high-quality customer service. The role involves working with customers to identify and resolve issues while adhering to policies and procedures. Accountable for doing the right thing for customers and colleagues, the specialist operates within the bank’s risk appetite and drives positive customer experiences.

Responsibilities

• Communicate with late-stage delinquent customers via outbound calls, emails, and texts to resolve delinquency and reduce losses; recommend payment programs for customers experiencing financial hardship
• Promptly handle inbound customer calls, emails, and texts—either directly or transferred from third-party sub-servicers—related to delinquency, hardship, complaints, system shut-off, or loan assumptions
• Communicate account changes or required adjustments to third-party servicers as needed
• Confer with existing customers by telephone and/or email to resolve escalated complaint issues not related to product/contractor performance
• Perform skip tracing activities to locate and contact delinquent customers
• Document all customer interactions and account activities with concise, detailed notes
• Adhere to all Dividend policies and procedures, including state and federal collection regulations
• Complete other projects and duties as assigned

Requirements

• 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 multiple managers
• High level of enthusiasm, 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
• Experience with Salesforce preferred
• Bilingual—Spanish preferred

Benefits

Fifth Third offers comprehensive benefits and differentiated compensation to support employees’ physical, financial, emotional, and social well-being. Details are available on the 53.com Careers page.