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General Function Under moderate supervision, works with Field Advisors, Counselors, borrowers, mortgage brokers, real estate agents, title companies, attorneys, investors, insurers, etc. to obtain required information/documentation to resolve delinquency. Works to minimize potential losses on delinquent loans by contact with the Field Advisors and/or Counselors, borrowers &ors their agents to work toward resolution of the delinquency in accordance with departmental, legal and investor guidelines, while ensuring company goals.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
Duties And Responsibilities
Receives inbound calls from Field Advisors and/or Counselors calling with bank customers to identify reason for default, discuss potential workout alternatives, explain all workout options according to investor guidelines, and to obtain hardship applications for assistance.
Evaluates customer situations without judgment to understand financial constraints and determine the best workout option available for all parties involved.
Makes outbound to Field Advisors and/or Counselors, customers, and/or authorized third parties to obtain required documentation.
Reviews Loss Mitigation packets to ensure documentation is accurate and complete per investor requirements. Requests missing documentation via phone call mail.
Through in- and outbound calls, provides status updates to Field Advisors/Counselors, customers, and/or authorized third parties regarding the status of their file.
Processes hardship applications following department procedures.Completes filing and audit checks of completed Loss Mitigation files.
Maintains detailed notes of all contacts in system.
Researches accounts when a problem arises, and if necessary, escalates calls and/or problem accounts to supervisor, manager, appropriate department as necessary.
Orders Reinstatement Letters.
Offers and processes ACH payments for customer.
Orders payment history for customer.
Investigates misapplied payments.
Processes Cease and Desist requests or cancellations.
Maintains thorough call logs.
Provides support by cross‑training as directed by supervisor or manager, as necessary.
Minimum Knowledge, Skills And Abilities Required
High school diploma or equivalent.
Two years collections experience in a call center environment preferred.
Strong oral and written communication skills.
Sales focus and ability to effectively negotiate.
Attention to detail.
Knowledge of basic mortgage default timelines / procedures (bankruptcy / escrow/ foreclosure).
Knowledge of bank owned, investor & insurer guidelines.
Excellent customer service skills with both external and internal customers.
Knowledge and adherence to FDCPA / Privacy Act / state laws as well as other bank policies in regards to collection guidelines.
Strong computer aptitude.
Fluent in Spanish preferred.
Must be able to work in a team environment to interact well with employees and all levels of the organizations.
Working Conditions
Normal office environment.
Extended viewing of computer screens.
Extensive time on the phone with customers.
Repetitive hand and arm movement.
Daily employee interaction.
Loss Mitigation Coordinator At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.
The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.
Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well‑being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.
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 fee.
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.
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General Function Under moderate supervision, works with Field Advisors, Counselors, borrowers, mortgage brokers, real estate agents, title companies, attorneys, investors, insurers, etc. to obtain required information/documentation to resolve delinquency. Works to minimize potential losses on delinquent loans by contact with the Field Advisors and/or Counselors, borrowers &ors their agents to work toward resolution of the delinquency in accordance with departmental, legal and investor guidelines, while ensuring company goals.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
Duties And Responsibilities
Receives inbound calls from Field Advisors and/or Counselors calling with bank customers to identify reason for default, discuss potential workout alternatives, explain all workout options according to investor guidelines, and to obtain hardship applications for assistance.
Evaluates customer situations without judgment to understand financial constraints and determine the best workout option available for all parties involved.
Makes outbound to Field Advisors and/or Counselors, customers, and/or authorized third parties to obtain required documentation.
Reviews Loss Mitigation packets to ensure documentation is accurate and complete per investor requirements. Requests missing documentation via phone call mail.
Through in- and outbound calls, provides status updates to Field Advisors/Counselors, customers, and/or authorized third parties regarding the status of their file.
Processes hardship applications following department procedures.Completes filing and audit checks of completed Loss Mitigation files.
Maintains detailed notes of all contacts in system.
Researches accounts when a problem arises, and if necessary, escalates calls and/or problem accounts to supervisor, manager, appropriate department as necessary.
Orders Reinstatement Letters.
Offers and processes ACH payments for customer.
Orders payment history for customer.
Investigates misapplied payments.
Processes Cease and Desist requests or cancellations.
Maintains thorough call logs.
Provides support by cross‑training as directed by supervisor or manager, as necessary.
Minimum Knowledge, Skills And Abilities Required
High school diploma or equivalent.
Two years collections experience in a call center environment preferred.
Strong oral and written communication skills.
Sales focus and ability to effectively negotiate.
Attention to detail.
Knowledge of basic mortgage default timelines / procedures (bankruptcy / escrow/ foreclosure).
Knowledge of bank owned, investor & insurer guidelines.
Excellent customer service skills with both external and internal customers.
Knowledge and adherence to FDCPA / Privacy Act / state laws as well as other bank policies in regards to collection guidelines.
Strong computer aptitude.
Fluent in Spanish preferred.
Must be able to work in a team environment to interact well with employees and all levels of the organizations.
Working Conditions
Normal office environment.
Extended viewing of computer screens.
Extensive time on the phone with customers.
Repetitive hand and arm movement.
Daily employee interaction.
Loss Mitigation Coordinator At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.
The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.
Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well‑being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.
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 fee.
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.
#J-18808-Ljbffr