Bilingual Loan Resolution Specialist III(Collections)

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General Function

The Loan Resolution Specialists work hand-in-hand across multiple departments including legal, compliance, operations, customer support and servicing. Providing the highest quality customer service while working with our customers to identify and remedy any issues that may arise. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensuring that actions and behaviors drive a positive customer experience. Operating within the Bank's risk appetite, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Essential Duties & Responsibilities

• Communicates with late stage delinquent customers via outbound collection calls / emails / texts using English and Spanish languages to resolve delinquency and reduce losses; recommends appropriate payment programs where applicable to assist customers experiencing a financial hardship
• Promptly handles inbound customer calls / emails / texts directly or transferred from third-party sub-servicer related to delinquency, hardship, complaints, system shut-off, or loan assumptions
• Communicates as necessary to third-party servicer account changes or required adjustments
• Confers with existing customers by telephone and / or email in an attempt to resolve escalated complaint issues not related to product / contractor performance
• Performs skip tracing activities as needed to locate and contact delinquent customers
• Document all customer interactions / account activities with concise and detailed account notes
• Adhere to all Dividend policies and procedures, including State and Federal collection regulations
• Other projects and duties as assigned

Supervisory Responsibilities

None

Minimum Knowledge & Skills Required

Loan Resolution Specialist-2 Total Base Pay Range 43,400.00 - 71,600.00 USD Annual

LOCATION Las Vegas, Nevada 89135

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.