Homeowners Asst Customer Care Specialist at Fifth Third Bank

Cincinnati, Ohio, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

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)
Extensive knowledge of FiServ, ALS, CACS, COMIT and ACE
Well versed in departmental, investor, insurer and legal guidelines in all states

Responsibilities

Analyze borrower situations and requests; respond to all borrower inquiries in a timely manner
Commit to a sound customer experience by assisting borrowers with loan questions including Loss Mitigation, Foreclosure, Bankruptcy, Escrow or related Customer Service issues
Demonstrate knowledge of all Loss Mitigation options offered by Fifth Third Bank
Provide borrowers with actions needed for Loss Mitigation evaluation, including application process, pending deadlines, and denial appeal process
Welcome calls from borrowers and provide timely live telephonic responses to inquiries regarding Loss Mitigation or other loan-related issues
Perform full and complete servicing system documentation on all borrower contact and contact attempts
Research customer inquiries, determine appropriate course of action, and follow up with management to escalate issues when needed
Review foreclosure holds and pending foreclosure actions for accuracy; possess knowledge of circumstances for referral to foreclosure
Ensure timelines are met
Monitor loan resolution status from 45-day delinquent through Loss Mitigation efforts until Foreclosure sale; maintain continuity of contact until loan is current for three consecutive months
Ensure all required documentation is available to management for problem resolution
Correspond with borrowers on account status and progress
Update records to confirm customer assistance and Fifth Third Bank's knowledge of collateral location and condition
Review and analyze pay histories and customer records
Ensure system is properly updated for monthly reporting
Interact with internal departments to obtain information and complete research for customer inquiries
Assist internal departments with following up on missing Loss Mitigation application documents
Perform other duties as assigned by management
Be responsible and accountable for risk by exchanging ideas, elevating concerns, following policies, and driving positive customer experience

Skills

Key technologies and capabilities for this role

Loss MitigationForeclosure ProcessingBankruptcyCustomer ServiceEscrow ManagementLoan ServicingInvestor GuidelinesLegal Compliance

Questions & Answers

Common questions about this position

What systems must I be familiar with for this role?

Extensive knowledge of FiServ, ALS, CACS, COMIT and ACE is required.

What are the main responsibilities of the Homeowners Asst Customer Care Specialist?

Responsibilities include analyzing borrower situations, responding to inquiries timely, providing information on Loss Mitigation options and processes, documenting all contacts, and monitoring loan status from delinquency through resolution.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of experience makes a strong candidate for this position?

Candidates with knowledge of departmental, investor, insurer and legal guidelines in all states, experience in Loss Mitigation, Foreclosure, Bankruptcy, and proficiency in servicing systems like FiServ will stand out.

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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