Dividend Loan Resolution Specialist II

Dividend Loan Resolution Specialist II

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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 early stage delinquent customers via outbound collection calls / emails / texts 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 :

High School diploma or equivalent

1-2 years of Collections and Customer Service Experience

Strong organizational skills and attention to detail

Excellent written and verbal communication skills

High-level proficiency in Microsoft Suite

Ability to multitask, prioritize projects, and report to several managers

A high level of enthusiasm, collegial attitude, and a willingness to perform a wide range of tasks

Ability to work independently as well as collaboratively

Desire to work in an entrepreneurial but highly professional culture

Experience with Salesforce preferred

Bilingual- Spanish preferred

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.