Mortgage Collector

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 working with borrowers, agents, brokers, real estate professionals, title companies, attorneys, investors, and insurers to resolve delinquencies in accordance with departmental and legal guidelines.

Accountable for risk management by exchanging ideas, elevating concerns, and adhering to policies and procedures. Ensures actions drive a positive customer experience while operating within the Bank’s risk appetite.

Responsibilities

• Initiate communication with defaulted customers via manual dialing to offer workout alternatives.
• Contact delinquent customers to obtain payment commitments and make collection/demand calls based on an assigned account load.
• Analyze customer situations and collateral risk to present solutions such as Forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure/Short Sales, and Deed in Lieu.
• Identify, negotiate, and pursue appropriate loss mitigation options to maximize customer satisfaction and investor return.
• Review, negotiate, and recommend actions on foreclosure or repossession alternatives within established timeframes.
• Identify, evaluate, and resolve reasons for delinquency.
• Explain workout options within company, investor, and insurer guidelines, including requirements for each option.
• Perform skip tracing to locate customer contact information.
• Quote reinstatement amounts, payoffs, and set up repayment plans within the system.
• Resolve referrals from non-delinquent customers requesting alternatives for ownership retention.
• Ensure all requested documentation is received from the customer.
• Monitor accounts associated with the Soldiers and Sailors Act for compliance.
• Record all collection efforts in the collection system.
• Recommend additional actions for delinquent accounts with management assistance.
• Escalate calls or problem accounts to supervisors, repossession, legal, or collection agencies as needed.
• 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 preferred.
• Knowledge of basic mortgage default timelines/procedures (bankruptcy, escrow, foreclosure).
• Understanding of bank-owned, investor, and insurer guidelines for mortgage and consumer companies.
• Adherence to FDCPA, Privacy Act, state laws, and other bank collection policies.
• Excellence in consulting and advising customers via telephone and written communication.
• Strong customer service skills for 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.
• Analytical skills to suggest resolutions to problems.
• Understanding of debt collections at 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 pre-foreclosure documents.
• Strong analytical, problem-solving, and mathematical skills for financial counseling and evaluation of complex information.
• Basic understanding of mortgage lending and servicing.
• Ability to work in a team environment and interact well with employees at all organizational levels.
• Proficient in Microsoft Word, Outlook, Access, and Excel at an intermediate 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 role’s pay grade, with individual salaries varying based on skillset, experience, education, and geographic location.
• Eligibility to participate in an incentive compensation plan based on company, line of business, and individual performance.

For more details, visit the Fifth Third Careers Benefits page.

Location

Cincinnati, Ohio 45227