Loan Resolution Specialist II(Collections)

About the role

Dividend’s Loan Resolution Specialists work hand‑in‑hand across multiple departments—including legal, compliance, operations, customer support, and servicing—to provide the highest quality customer service. They identify and remedy issues that arise, operate within the bank’s risk appetite, and consistently act in the best interest of customers and colleagues to drive a positive experience.

Responsibilities

• Communicate with early‑stage delinquent customers via outbound collection calls, emails, or texts to resolve delinquency and reduce losses; recommend appropriate payment programs for customers experiencing financial hardship.
• Promptly handle inbound customer calls, emails, or texts (direct or transferred from third‑party sub‑servicer) related to delinquency, hardship, complaints, system shut‑off, or loan assumptions.
• Communicate account changes or required adjustments to third‑party servicers as necessary.
• 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.
• 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.
• Enthusiastic, collegial attitude with willingness to perform a wide range of tasks.
• Ability to work independently and collaboratively.
• Desire to work in an entrepreneurial yet highly professional culture.
• Experience with Salesforce (preferred).
• Bilingual – Spanish preferred.

Pay

The base salary reflects the range of salary levels for all roles within this pay grade across the U.S.; individual salaries vary based on role, relevant skillset, experience, education, and geographic location. The role is also eligible to participate in an incentive compensation plan, with payments based on company, line‑of‑business, and/or individual performance.

Benefits

Fifth Third offers comprehensive benefits designed to support employees’ physical, financial, emotional, and social well‑being. Detailed information about the benefits programs is available on the Fifth Third Careers page.

Location

Cincinnati, Ohio 45242