DirectJobHub
Jobs · Customer Service · Ohio

Homeowners Asst Customer Care Specialist

Fifth Third Bank · Cincinnati, OH · 2 wk ago
Customer ServiceFull-time

GENERAL FUNCTION

We connect great people to great opportunities. Under moderate supervision, the SPOC Specialist works with borrowers, foreclosure attorneys, and internal departments like Loss Mitigation, Bankruptcy and Foreclosure, to provide current account status and information regarding Loss Mitigation applications. The specialist aims to minimize customer complaints and frustrations by addressing the complexities of foreclosure and loss mitigation.

Duties & Responsibilities

  • Analyze borrower situations and requests.
  • Respond to all borrower inquiries in a timely manner.
  • Commitment to a sound customer experience and dedication to assist with loan questions, including Loss Mitigation, Foreclosure, Bankruptcy, Escrow, or related Customer Service issues.
  • Knowledge of all Loss Mitigation options offered by Fifth Third Bank and available to the borrower.
  • Provide the borrower with the actions needed for Loss Mitigation options, including the application process, pending deadlines, and the denial appeal process if applicable.
  • Initiate and maintain communication with borrowers.
  • Document all borrower contacts and attempts in the servicing system.
  • Provide timely live telephonic responses to customer inquiries about the Loss Mitigation application process or other loan-related questions.
  • Research and investigate customer inquiries, escalating issues when necessary.
  • Utilize FiServ, ALS, CACS, COMIT, and ACE extensively.
  • Review foreclosure holds and pending foreclosure actions for accuracy.
  • Ensure timelines are met and monitor loan resolution status from 45 days delinquent through Loss Mitigation efforts until Foreclosure sale.
  • Ensure all required documentation is provided to management for problem resolution.
  • Communicate account status and progress to the borrower.
  • Update records to reflect appropriate assistance and the condition of collateral.
  • Review and analyze pay histories and customer records.
  • Ensure system updates for monthly reporting.
  • Perform other duties as assigned by the management team.
  • Interact with various internal departments to gather information and complete necessary research for customer inquiries.
  • Aid internal departments in obtaining missing Loss Mitigation application documents.

Knowledge & Skills Required

  • High School Diploma or equivalent.
  • Minimum 2 years Collections or Default Servicing experience.
  • Intermediate proficiency in Microsoft Word and Excel.
  • Excellent oral and written communication skills.
  • Understanding of collections and default servicing practices, especially Loss Mitigation, foreclosure, bankruptcy, and REO.
  • Ability to evaluate a customer's situation without judgment and act as a customer advocate.
  • Excellent customer service skills with both external and internal customers.
  • Knowledge of FDCPA, Privacy Act, and state laws, as well as other bank policies and investor requirements.
  • Strong organizational skills and attention to detail.
  • Ability to work independently with minimal supervision.
  • Strong telephone and follow-up skills, meeting deadlines.
  • Working knowledge of collection processes and procedures.
  • Ability to work in a team environment to interact with employees and all levels of the organization.

Knowledge & Skills Preferred

  • Loss Mitigation, foreclosure, bankruptcy, and REO experience.

Location

Cincinnati, Ohio 45227

Attention Search Firms and Staffing Agencies

Do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fees. Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status, or any other legally protected status.

Similar jobs