Dividend -Skip Tracing Specialist

General Function

The LSR-III Skip Tracing Specialists work hand-in-hand across multiple departments including legal, compliance, operations, customer support and servicing. They provide the highest quality customer service while working with our customers to identify and remedy any issues that may arise.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensuring that actions and behaviors drive a positive customer experience. Operating within the bank’s risk appetite, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

• Communicate with late-stage delinquent customers via outbound collection calls, emails, and texts to resolve delinquency and reduce losses; recommend appropriate payment programs where applicable to assist customers experiencing financial hardship.
• Promptly handle inbound customer calls, emails, and texts directly or transferred from third‑party sub‑servicers related to delinquency, hardship, complaints, system shut‑off, or loan assumptions.
• Communicate as necessary to third‑party servicer account changes or required adjustments.
• Confers with existing customers by telephone and/or email in an attempt to resolve escalated complaint issues not related to product or contractor performance.
• Perform skip‑tracing activities as needed to locate and contact delinquent customers.
• Document all customer interactions and account activities with concise and detailed account notes.
• Adhere to all Dividend policies and procedures, including State and Federal collection regulations.
• Other projects and duties as assigned.

None

• High school diploma or equivalent.
• 3-4 years of collections and customer service experience.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• High‑level proficiency in Microsoft Office Suite.
• Ability to multitask, prioritize projects, and report to several managers.
• High level of enthusiasm, collegial attitude, and willingness to perform a wide range of tasks.
• Ability to work independently as well as collaboratively.
• Desire to work in an entrepreneurial but highly professional culture.
• Experience with Salesforce preferred.
• Bilingual – Spanish preferred.

Base salary 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. This role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Benefits include comprehensive programs designed to support physical, financial, emotional and social well‑being. Detailed benefits information can be found on the Fifth Third Careers page.

Cincinnati, Ohio 45227

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.