Homeowners Asst Customer Care Specialist

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At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well‑being. You can learn more about those programs on our  Careers page at:  or by consulting with your talent acquisition partner.

LOCATION -- Cincinnati, Ohio 45227

Under moderate supervision, the SPOC Specialist will work with borrowers, foreclosure attorneys, and internal departments such as Loss Mitigation, Bankruptcy and Foreclosure, to provide the borrower with current account status and information regarding their Loss Mitigation application. The specialist works to minimize customer complaints and frustration involved in understanding the complexities of foreclosure and loss mitigation efforts. The Specialist must be well versed in departmental, investor, insurer and legal guidelines in all states.

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.

• Analyze the borrower situations and requests. Respond to all borrower inquiries in a timely manner.
• Commit to a sound customer experience and dedicate to assist the borrower with any loan questions including but not limited to Loss Mitigation, Foreclosure, Bankruptcy, Escrow or related Customer Service issues when applicable.
• Possess knowledge of all Loss Mitigation options offered by Fifth Third Bank and available to the borrower.
• Be able to 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.
• Conduct welcome calls to the borrower.
• Maintain 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.
• Respond to and research customer inquiries, research appropriate course of action, and follow up with management when needed to escalate potential issues.
• Maintain extensive knowledge of FiServ, ALS, CACS, COMIT and ACE.
• Review foreclosure holds and pending foreclosure action for accuracy. Possess full knowledge of circumstances under which Fifth Third may make a referral to foreclosure.
• Ensure timelines are being met.
• Continue to monitor loan resolution status from 45 day delinquent through the Loss Mitigation effort and until Foreclosure sale. Acknowledging special “continuity of contact” designation and responsibility does not end until the loan is current for at least three consecutive months.
• Ensure that all required documentation is made available to management for problem resolution.
• Correspond with borrower on account status and progress.
• Update 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.
• Re…