Senior Mortgage Collector--Onsite Cincinnati, Ohio

Senior Mortgage Collector – Onsite Cincinnati, Ohio

Apply for the Senior Mortgage Collector--Onsite Cincinnati, Ohio role at Fifth Third Bank

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Under moderate supervision initiates contact and provides assistance to consumer and mortgage loan customers who are in default; counsels and guides the customer in order to achieve workout alternatives based upon customer's circumstances while complying with all investor, company, federal and insurer guidelines. Manages outbound loss mitigation efforts on asset loans approaching charge‑off status. Works to minimize potential losses on delinquent loans by contacting the borrowers &/or their agents, mortgage brokers, real estate agents, title companies, attorneys, investors and insurers to work toward resolution of the delinquency in accordance with departmental and legal guidelines, while ensuring company and investor goals.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

• Utilize in-depth knowledge of loss mitigation options to manage a portfolio of accounts in late stages of delinquency (approaching charge‑off status).
• Pursues communication with defaulted customers utilizing manual dialing to offer potential workout alternatives.
• Contacts delinquent customers to obtain payment commitments.
• Makes collection/demand calls with an account load defined by applicable capacity model.
• Analyzes customer's situation and collateral risk to present alternative solutions including Forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre‑foreclosure / Short Sales, and Deed in Lieu; assists in identifying, negotiating and pursuing the appropriate loss mitigation option that maximizes customer satisfaction and investor return.
• Reviews, negotiates and recommends action on requests for proposed foreclosure or repossession alternatives within the time frames established by management.
• Identifies, evaluates and resolves reasons for delinquency.
• Explains all workout options within company/investor/insurer guidelines and knows the requirements of each.
• Skips traces accounts for possible leads to locate and contact customers.
• Quotes reinstatement amounts, payoffs, and sets up repayment plans within the system.
• Pursues resolution on referrals of non‑delinquent customers who request alternatives to allow ownership retention.
• Ensures that all requested documentation has been received by the customer.
• Monitors all accounts associated with Soldiers and Sailors Act to ensure compliance with all guidelines.
• Records all collection efforts via the collection system.
• Recommends additional actions with management assistance on delinquent accounts.
• Escalates calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate.
• Provides feedback to management for ideas on process improvement and suggestions for the specialty collections unit.
• Assists with training of new hires.

None

• High School Diploma or equivalent required.
• Minimum two years collection, support or related customer service experience.
• Loss Mitigation experience is preferable but not required.
• Knowledge of basic mortgage default timelines/procedures (bankruptcy/escrow/foreclosure).
• Knowledge of bank‑owned, investor & insurer guidelines for the mortgage and consumer companies.
• Required to know & adhere to FDCPA/Privacy Act/state laws as well as other bank policies in regards to collection guidelines.
• Excellence in consulting and advising…