Homeowners Assistance Support Supervisor

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Manage staff to facilitate workflow, monitor productivity, and verify compliance with Bancorp and investor policies and procedures in a workout solicitations environment. Establish work priorities and delegate tasks to achieve and maintain the highest level of performance. Support department that works with customers, realtors, title companies, and attorneys to facilitate Delinquency Resolution utilizing Advance Contact and Consultation. Resolve escalated operational, customer service, and/or employee issues. Oversee and manage a portfolio of delinquent investor, insurer & bank owned consumer and mortgage accounts in early, mid, or late stages.

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.

DUTIES AND RESPONSIBILITIES:

Coordinates and supervises day-to-day work processes in the call center and is responsible for Monitoring individual and team productivity and quality and providing feedback to management.

Reports significant findings on a file-by-file basis and distributes to appropriate internal parties.

Identifies and implements work efficiencies through process improvement techniques and product development for hardship resolution.

Collaborates with other quality control personnel and provides research support for findings.

Conducts telephone call monitoring review and participate with the quality team on calibration calls.

Manage timelines to adhere to investor/insurer guidelines.

Oversees servicing system documentation entered by employees and ensures accuracy.

Provides daily management, coaching and feedback to staff through account Reviews, monitors and side-by-sides.

Performs and/or delegates audits of routine workout loans to confirm that mortgage processes have been performed in accordance with the Banks and investor requirements, government regulations and the Banks quality control program.

Documents work and records deficiencies. Determines the potential causes of deficiencies identified during the course of the audit. Evaluates the quality of the files audited.

Partners with associates from Mortgage Operations, Internal Audit Underwriting, Collections or Servicing to stay abreast of their processes and the impacts on current servicing processes.

SUPERVISORY RESPONSIBILITIES:

Responsible for providing employees timely, candid, and constructive feedback; developing all employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

KNOWLEDGE AND SKILLS REQUIRED:

College degree or equivalent work experience.

Minimum 1 year supervisory/lead experience.

Minimum 3 years call center experience.

Knowledge of legal requirements for loss mitigation, bankruptcy, REO and foreclosure processes.

Proven leadership skills and ability to work in a team environment.

Excellent communication, problem-solving, and organizational skills.

Experience with Microsoft Word, Excel, PowerPoint, Access and Outlook.

Homeowners Assistance Support Supervisor

LOCATION — 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.