Customer Service Representative

4 days ago

Cincinnati, Ohio, United States Fifth Third Full time
About the Role

Fifth Third Bank is seeking a highly skilled and customer-focused professional to join our team as a Homeowners Assistance Specialist. As a key member of our Loss Mitigation team, you will play a critical role in providing exceptional service to our customers who are experiencing financial difficulties.

Key Responsibilities
  • Analyze borrower situations and respond to inquiries in a timely and professional manner.
  • Commit to a sound customer experience and provide dedicated support to borrowers with loan-related questions and concerns.
  • Stay up-to-date on all Loss Mitigation options offered by Fifth Third Bank and provide borrowers with accurate information and guidance.
  • Provide timely and effective communication to borrowers regarding the Loss Mitigation application process and other loan-related matters.
  • Collaborate with internal departments to obtain information and complete research necessary for customer inquiries.
  • Assist internal departments with following up on missing Loss Mitigation application documents.
Requirements
  • High School Diploma or equivalent.
  • Minimum 2 years of experience in Collections or Default Servicing.
  • Intermediate proficiency level in Microsoft Word and Excel.
  • Excellent oral and written communication skills.
  • Understanding of collections and default servicing practices, with Loss Mitigation, foreclosure, bankruptcy, and REO experience preferred.
  • Ability to evaluate customer situations without judgment and provide exceptional customer service.
  • Strong organizational skills and attention to detail.
  • Ability to work independently with minimal supervision and meet deadlines.
  • Strong telephone and follow-up skills.
Working Conditions

This role will be performed in a normal office environment with moderate to high noise levels. The successful candidate will be required to spend extensive time on the phone with customers and will need to be able to lift and/or move up to 10 pounds occasionally.

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