Homeowners Assistance Customer Care Specialist at Fifth Third Bank

Cincinnati, Ohio, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

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

Responsibilities

Analyze borrower situations and requests
Respond to all borrower inquiries in a timely manner
Assist the borrower with loan questions including Loss Mitigation, Foreclosure, Bankruptcy, Escrow or related Customer Service issues
Provide the borrower on the actions needed to be evaluated for Loss Mitigation options, specifically the application process, pending deadlines and the denial appeal process if applicable
Welcome calls to the borrower
Full and complete servicing system documentation on all borrower contact and contact attempts
Provide timely live telephonic responses to all customer inquiries regarding the Loss Mitigation application process or other loan related inquiries
Responds and researches customer inquiries
Researches appropriate course of action
Follow 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
Ensure timelines are being met
Continue to monitor loan resolution status from 45 day delinquent through the Loss Mitigation effort and until Foreclosure sale
Ensures that all required documentation is made available to management for problem resolution
Corresponds with borrower on account status and progress
Updates records to ensure that the customer has received the appropriate assistance, and that Fifth Third Bank has knowledge of the location and condition of the collateral
Reviews and analyzes pay histories and customer records
Ensures system is properly updated for monthly reporting
Performs other duties as assigned by the management team
Interacts with numerous internal departments to obtain information and complete research necessary for customer inquiries
Assist internal departments with following up on missing Loss Mitigation application documents

Skills

Fifth Third Bank

Provides banking, loans, and wealth management services

About Fifth Third Bank

Fifth Third Bank offers a variety of financial services, including personal and business banking, loans, mortgages, credit lines, and insurance products. Their services cater to individual consumers, small businesses, and commercial clients, providing comprehensive solutions for managing finances. The bank generates revenue through interest on loans, service fees, and commissions from insurance and investment products. Unlike many competitors, Fifth Third Bank emphasizes community engagement and financial education, providing resources to help clients improve their financial literacy. The goal of Fifth Third Bank is to support clients in achieving their financial objectives while fostering a strong connection with the communities they serve.

Cincinnati, OhioHeadquarters

1858Year Founded

IPOCompany Stage

Social Impact, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Paid Sick Leave

Paid Holidays

Performance Bonus

Flexible Work Hours

Risks

Rising interest rates may decrease demand for loans and mortgages.

Competition from fintechs like Robinhood threatens Fifth Third's wealth management sector.

Sophisticated cybersecurity threats pose risks to customer data and trust.

Differentiation

Fifth Third Bank offers comprehensive financial solutions for individuals and businesses.

The bank emphasizes community engagement and financial education for client empowerment.

It provides a wide range of insurance products, including life, health, and disability.

Upsides

Increased demand for digital banking boosts Fifth Third Bank's online service offerings.

Partnerships with fintech enhance technological capabilities and customer experience.

Growing interest in sustainable finance attracts environmentally conscious customers.

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