Homeowners Assistance Customer Service Representative

6 days ago

Cincinnati, Ohio, United States Fifth Third Full time
Job Summary

Fifth Third Bank is seeking a highly skilled and customer-focused Homeowners Assistance Customer Service Representative to join our team. As a key member of our Loss Mitigation department, you will play a critical role in providing exceptional service to homeowners 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 dedicate time to assist borrowers with loan questions, including Loss Mitigation, Foreclosure, Bankruptcy, Escrow, and related Customer Service issues.
  • Knowledge of all Loss Mitigation options offered by Fifth Third Bank and available to borrowers.
  • Provide borrowers with information on the actions needed to be evaluated for Loss Mitigation options, including the application process, pending deadlines, and the denial appeal process.
  • Welcome calls to borrowers and provide timely live telephonic responses to customer inquiries.
  • Research and respond to customer inquiries, following up with management when needed to escalate potential issues.
  • Extensive knowledge of FiServ, ALS, CACS, COMIT, and ACE.
  • Review foreclosure holds and pending foreclosure action for accuracy and possess full knowledge of circumstances under which Fifth Third may make a referral to foreclosure.
  • Ensure timelines are being met and continue to monitor loan resolution status from 45-day delinquent through the Loss Mitigation effort and until Foreclosure sale.
  • Correspond with borrowers on account status and progress, updating records to ensure that the customer has received the appropriate assistance.
  • Reviews and analyzes pay histories and customer records, ensuring system updates for monthly reporting.
  • Perform other duties as assigned by the management team.
Requirements
  • High School Diploma or equivalent.
  • Minimum 2 years Collections or Default Servicing experience.
  • Intermediate proficiency level in Microsoft Word and Excel.
  • Excellent oral and written communication skills.
  • Understanding of collections and default servicing practices, Loss Mitigation, foreclosure, bankruptcy, and REO experience preferred.
  • Ability to evaluate a customer's situation without judgment, being a customer advocate.
  • Excellent customer service skills with both external and internal customers.
  • Required to know and adhere to FDCPA / Privacy Act / state laws as well as other bank policies and investor requirements in regards to collection guidelines.
  • Strong organizational skills and attention to detail.
  • Ability to work independently with minimal supervision.
  • Ability to work overtime as needed.
  • Strong telephone and follow-up skills, and the ability to meet deadlines.
  • Working knowledge of collection processes and procedures required.
  • Must be able to work in a team environment to interact with employees and all levels of the organization.

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