Resolution Specialist

Location: Cincinnati
Posted on: April 25, 2024

Job Description:

GENERAL FUNCTION: The Resolution Specialist performs a variety of high priority tasks under minimal direction/supervision from the Collections Management. Multiple products are considered and multiple systems are utilized. Delinquency rates range from 0 - 180+ days delinquent, including but not limited to; bankruptcy, repossessions, pre-charge off, charge off, recovery and Loss Mitigation. The Resolution Specialist ensures that departmental, legal, and regulatory guidelines are met.

DUTIES & RESPONSIBILITIES:

* Responds and replies to Collections Hotline Complaints. Researches the complaint and recommends the appropriate course of action to management. Follows up with management when needed, and ensures that a response or a resolution is offered to the borrower.

* Resolution Specialist has the authority to resolve ACH corrections, overdraft situations, and fee corrections (NSF, late fees, and incorrect fees) independently of management.

* Authority Level to approve up to $250 per instance for resolution.

* Receives and reviews letters received from borrowers relating to Consumer Collections and Office of the President disputes. Researches the issue and recommends the appropriate course of action to management. Follows up with management and ensures that a response or a resolution is offered to the borrower within 72 hours.

* Ensures that all required documentation is made available to management for problem resolution.

* Acts as a liaison to Fifth Third Legal Counsel and outside collection agencies on collection matters ensuring policies and procedures are followed.

* Verifies the accuracy of affidavits required for the Bank''s legal representation, and completes any information required by our attorneys and collection agencies in the final stages of collections.

* Responds to Legal Discovery requests and ensures that all required documentation is made available to the entity requesting the information.

* Coordinates and prepares personnel at Fifth Third to act as witnesses for Internal Legal matters when a court appearance is necessary. Through research is completed to ensure that sufficient documentation is available to both the attorney and the 5/3 personnel representing us in this matter. In the event insufficient evidence is available, or the cost to attend seems unreasonable, the specialist may recommend that the matter be withdrawn or settled.

* Reconciles loan histories when required creating comprehensive ledgers or spreadsheets to improve evidence in court.

* Ensures that all internal legal issues are consistently reviewed daily to ensure that accounts are managed on a regular basis, (N.A.L.B.) and works as management directs.

* Assists with the collection process; speaks to the borrower when needed to solve problems.

* Adjusts credit reporting if necessary.

* Successfully completes assigned projects using business-related applications such as Amtrak, ACE, Mobius, and Excel.

* Records all completed tasks via notes in the collection system (CACS) and in the departmental log.

* Performs other duties as assigned, including collections activity as management directs.

SUPERVISORY RESPONSIBILITIES: None

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