Homeowners Assistance Customer Care Specialist

4 days ago

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

Fifth Third Bank is seeking a highly skilled and dedicated Homeowners Assistance Customer Care Specialist to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to homeowners who are experiencing financial difficulties.

Key Responsibilities
  • Analyze borrower situations and respond to inquiries in a timely manner.
  • Commit to a sound customer experience and assist borrowers with loan questions, including Loss Mitigation, Foreclosure, Bankruptcy, and Escrow.
  • Knowledge of Loss Mitigation options offered by Fifth Third Bank and ability to provide borrowers with information on the application process, pending deadlines, and 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 is properly updated for monthly reporting.
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.
Working Conditions

This role will be performed in a normal office environment with little exposure to dust and extreme temperatures. The noise level is moderate to high, and you will be required to extend your viewing of computer screens and perform repetitive keystroke movements and typing skills. You will also be required to lift and/or move up to 10 lbs, occasionally lifting/and or moving up to 25lbs. Extensive time on the phone with customers up to 100% of the workday is also required.

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