Mortgage Recovery Specialist
2 weeks ago
At Fifth Third Bank, we are dedicated to connecting talented individuals with rewarding career opportunities in the banking sector.
Position Overview:
This role involves working Monday through Friday, with one Saturday each month. The position is focused on assisting customers who are experiencing difficulties with their mortgage loans. Compensation includes a base hourly rate along with performance-based monthly commissions.
PRIMARY FUNCTION:
In this role, you will provide guidance and support to mortgage loan customers facing default. Your primary objective will be to explore and present various workout options tailored to each customer's unique situation, all while adhering to regulatory and company standards. You will engage with borrowers, their representatives, and other stakeholders to facilitate resolutions that align with both customer needs and company goals.
KEY RESPONSIBILITIES:
- Initiate outreach to customers in default to discuss potential workout solutions and payment commitments.
- Conduct collection calls as per assigned account loads.
- Evaluate customer circumstances and collateral risks to propose suitable alternatives such as Forbearance Plans, Repayment Plans, and Short Sales.
- Assess and recommend actions on requests for foreclosure alternatives within established timelines.
- Identify and address the underlying causes of delinquency.
- Clearly explain available workout options in accordance with company and investor guidelines.
- Utilize skip tracing techniques to locate customer information.
- Provide accurate reinstatement amounts and assist in setting up repayment plans.
- Work with non-delinquent customers seeking alternatives to maintain homeownership.
- Ensure all necessary documentation is collected from customers.
- Monitor accounts related to the Soldiers and Sailors Act for compliance.
- Document all collection efforts in the system.
- Collaborate with management on recommendations for delinquent accounts.
- Escalate complex cases to supervisors or legal teams as needed.
- Contribute ideas for process improvements within the collections unit.
- Provide administrative support as required.
- High School Diploma or equivalent is mandatory.
- A minimum of two years of experience in collections or customer service; experience in Loss Mitigation is a plus.
- Familiarity with mortgage default processes and timelines.
- Understanding of investor and insurer guidelines.
- Knowledge of FDCPA, Privacy Act, and relevant state laws.
- Strong communication skills, both verbal and written.
- Exceptional customer service abilities.
- Proficient in analyzing and resolving issues.
- Ability to work independently with moderate supervision.
- Proficiency in Microsoft Office Suite, particularly Word, Outlook, Access, and Excel.
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