<span>Homeowners Assistance Counselor</span>

Fifth Third Bank - Cincinnati, OH

Full-time

Cincinnati, OH

1,001-5,000 employees

Credit Intermediation and Related Activities

About the position

The Homeowners Assistance Counselor at Fifth Third Bank plays a crucial role in assisting consumers and mortgage loan customers who are in default. This position involves counseling customers to explore workout alternatives based on their individual circumstances while adhering to investor, company, federal, and insurer guidelines. The counselor aims to minimize potential losses on delinquent loans by engaging with borrowers and various stakeholders to resolve delinquencies, ensuring a positive customer experience and compliance with all relevant policies.

Responsibilities

• Initiate contact with defaulted customers to offer potential workout alternatives.
• Contact delinquent customers to obtain payment commitments and make collection calls.
• Analyze customer situations and collateral risks to present alternative solutions such as Forbearance Plans and Repayment Plans.
• Assist in identifying and negotiating appropriate loss mitigation options.
• Review and recommend actions on requests for foreclosure or repossession alternatives.
• Identify, evaluate, and resolve reasons for delinquency.
• Explain all workout options within company and investor guidelines.
• Skip trace accounts to find customer information for contact.
• Quote reinstatement amounts, payoffs, and set up repayment plans in the system.
• Pursue resolution on referrals of non-delinquent customers seeking alternatives.
• Ensure all requested documentation is received from customers.
• Monitor accounts associated with Soldiers and Sailors Act for compliance.
• Record all collection efforts in the collection system.
• Recommend additional actions on delinquent accounts with management assistance.
• Provide feedback to management for process improvement ideas.
• Provide administrative support as directed by management.

Requirements

• High School Diploma or equivalent required.
• Minimum two years of collection, support, or related customer service experience; Loss Mitigation experience is preferable.
• Knowledge of basic mortgage default timelines and procedures.
• Understanding of bank-owned, investor, and insurer guidelines for mortgage and consumer companies.
• Knowledge of FDCPA, Privacy Act, and state laws regarding collection guidelines.
• Excellent consulting and advising skills via telephone and written communication.
• Strong customer service skills with both external and internal customers.
• Excellent communication, comprehension, listening, and negotiation skills.
• Ability to meet deadlines and work independently with moderate supervision.
• Strong analytical and problem-solving skills.
• Basic understanding of mortgage lending and servicing.

Nice-to-haves

• Foreclosure, bankruptcy, and REO experience preferred.
• Familiarity with financial statements, tax returns, credit reports, and home appraisals.

Benefits

• Engaged and inclusive culture promoting equal employment opportunity.