Quality Control Support Specialist

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GENERAL FUNCTION: The Quality Control Support Specialist, under moderate supervision, consistently examines loss mitigation accounts to ensure loans are resolved within mandatory time allowances according to Bank and Investor Servicing guidelines. Thisindividual is also responsible for the allocation of customer funds received, but not applied, on active and previously active loss mitigation accounts. Loss mitigation accounts include, but are not limited to, accounts in the process of a ForbearancePlan, Modification, Short Sale and Deed in Lieu of Foreclosure or accounts that have already completed one of the abovementioned workout options. The Quality Control Support Specialist will also assist with preparing for and providing remediationresponses to departmental, internal and external audits.

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible to ensure accounts efficiently move through the loss mitigation process, utilizing reports, spreadsheets, records and research.
• Independently identify, evaluate and determine corrective actions required on active, previously active and complete loss mitigation loan files.
• Monitors receipt and disbursement of customer funds to assure compliance with Bank, Federal and Investor guidelines on all loss mitigation accounts.
• Maintains up-to-date knowledge of existing and emerging compliance, regulatory, Bank and Investor Servicing requirements.
• Responds to loss mitigation management in connection with general and specific loan level items as they relate to unapplied funds and timely system maintenance.
• Interacts with senior-level Quality Control Analysts to further develop auditing and investigation skills and overall mortgage servicing knowledge.
• Assist with conducting audits of completed loss mitigation workout files.
• Provide feedback to management with ideas on process improvements and suggests enhancements and/or changes needed to current policies and procedures.
• Participate in the development and implementation of new and/or revisions to policies and procedures.

SUPERVISORY RESPONSIBILITIES: None

MINIMUM KNOWLEDGE & SKILLS REQUIRED:

• High School Diploma or equivalent.
• Minimum two years of collection or related customer service experience.
• Ability to understand loss mitigation workout options within Bank, Investor and Insurer guidelines and adhere to the requirements of each one.
• Excellent communication, comprehension, listening, organization and follow-up skills.
• General knowledge of Bank, Investor and Insurer Servicing guidelines.
• Strong analytical and problem solving skills necessary for the evaluation, interpretation and utilization of policies, procedures and guidelines.
• Familiarity with financial statements, credit reports, appraisals, titles and other documents used to structure a loss mitigation workout.
• Exceptional attention to detail.
• Ability to work independently as well as in a team environment to meet deadlines.
• Experience and knowledge in Microsoft Work and Excel.

Quality Control Support Specialist

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 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

LOCATION -- Cincinnati, Ohio 45227

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.