Homeowners Assistance Counselor

About the Role

Under moderate supervision, the Homeowner's Assistance Department Counselor initiates contact and provides assistance to consumer and mortgage loan customers who are in default. The counselor guides customers to achieve workout alternatives based on their circumstances while complying with all investor, company, federal, and insurer guidelines. The role focuses on minimizing potential losses on delinquent loans by contacting borrowers and relevant parties to resolve delinquencies in accordance with departmental and legal guidelines. This position ensures company and investor goals are met while driving a positive customer experience.

Responsibilities

• Initiate communication with defaulted customers via manual dialing to offer potential workout alternatives.
• Contact delinquent customers to obtain payment commitments.
• Make collection/demand calls within an account load defined by the applicable capacity model.
• Analyze the 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 appropriate loss mitigation options that maximize customer satisfaction and investor return.
• Review, negotiate, and recommend actions on requests for proposed foreclosure or repossession alternatives within established timeframes.
• Identify, evaluate, and resolve reasons for delinquency.
• Explain all workout options within company, investor, and insurer guidelines, and understand the requirements of each.
• Perform skip tracing to locate customer contact information.
• Quote reinstatement amounts, payoffs, and set up repayment plans within the system.
• Pursue resolution for non-delinquent customers requesting alternatives to retain ownership.
• Ensure all requested documentation is received from the customer.
• Monitor accounts associated with the Soldiers and Sailors Act to ensure compliance with required guidelines.
• Record all collection efforts via the collection system.
• Recommend additional actions on delinquent accounts with management assistance.
• Escalate calls or problem accounts to supervisors, repossession, legal, or collection agencies as appropriate.
• Provide feedback to management for process improvement and suggestions for the specialty collections unit.
• Provide administrative support as directed by management.

Requirements

• High School Diploma or equivalent required.
• Minimum two years of collection, support, or related customer service experience; Loss Mitigation experience is preferable but not required.
• Knowledge of basic mortgage default timelines/procedures (bankruptcy, escrow, foreclosure).
• Understanding of bank-owned, investor, and insurer guidelines for mortgage and consumer companies.
• Knowledge of and adherence to FDCPA, Privacy Act, state laws, and other bank policies regarding collection guidelines.
• Excellence in consulting and advising customers via telephone and written communication.
• Strong customer service skills with both external and internal customers.
• Excellent communication, comprehension, listening, and negotiation skills.
• Ability to meet deadlines and work independently with a medium level of supervision.
• Ability to analyze and suggest resolutions to problems.
• Understanding of debt collections in any stage of delinquency (up to 180 days, charge-off, and bankruptcy).
• Foreclosure, bankruptcy, and REO experience preferred.
• Familiarity with financial statements, tax returns, credit reports, home appraisals, title searches, and other documents used to evaluate pre-foreclosure remedies.
• Strong analytical, problem-solving, and mathematical skills for financial counseling and evaluation.
• Basic understanding of mortgage lending and servicing.
• Ability to work in a team environment and interact well with employees at all levels of the organization.
• Proficient in Microsoft Word, Outlook, Access, and Excel with at least an intermediate skill level.

Benefits

Fifth Third offers comprehensive benefits and differentiated compensation to support employees' physical, financial, emotional, and social well-being. Total Rewards include:

• Base salary reflective of the range for this pay grade across the U.S., varying by role, relevant skillset, experience, education, and geographic location.
• Eligibility to participate in an incentive compensation plan based on company, line of business, and/or individual performance.

For more details, visit the 53.com Careers Benefits page.

Location: Cincinnati, Ohio 45227