Homeowners Assistance Support Team Lead

Make banking a Fifth Third better

We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

General Function:

Under minimal supervision, the Homeowners Assistance Team Lead assists the production leadership team coordinate, delegate and prioritize as well as work with internal/external customers, vendors and business partners related to loss mitigation efforts. Assists, researches, resolves and responds to escalated operational, vendor and customer services issues while providing guidance and leadership to unit personnel. Ensure employees, equipment and materials maximize productivity and production standards are met and maintained. Requires a general to advanced knowledge of departmental policy, procedures and practices.

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/Responsibilities:

• Partner with leadership to train, coach and develop Homeowners Assistance production staff.
• Assists leadership with daily workflow management
• Assists with the coordination of team meetings and drives special projects/initiatives.
• Research mortgage loan accounts to resolve delinquencies.
• Receive, route and/or reassign accounts within the portfolio
• Identify and implement work efficiencies through process improvement techniques.
• Demonstrate mastery of all business applications.
• Manages and provides daily, weekly, bi-weekly and monthly reporting for applicable areas and ensures reporting standards and data integrity are maintained.
• Prioritizes work and delegates tasks to ensure proper coverage.
• Assists in managing aspects of vendor management for unit assigned vendors including but not limited to conducting monthly conference calls, monitoring and reporting quality of work and completion times based on SLA's set for each vendor.
• Communicates feedback from the team to management while encouraging employee engagement.
• Identify group and individual training needs and work with management to develop the best approach for improvements.
• Assists with the development, implementation and tracking of unit policies and procedures in order to continue business, increase productivity and ensure compliance.
• Serve as a backup to leadership for meetings or as assigned in their absence.
• Prepares, pre-approves and negotiates workouts, approval forms and necessary documents to applicable workouts.
• Perform other duties as assigned.

Supervisory Responsibilities:

None

Requirements:

• High school diploma or equivalent
• Minimum 4 years of default servicing experience
• Proven leadership skills, initiative, detailed orientation, strong analytical skills and decisive decision-making skills
• Ability to multi-task and handle multiple priorities in a high-volume environment
• Ability to meet department standards with regards to job knowledge, quality, efficiencies, initiative, teamwork, customer service and overall job performance.
• Familiarity with collection, lender practices and servicing requirements on mortgages.
• Ability to facilitate and adapt to change and be an advocate to leadership for change management.
• Demonstrate the ability to work in a team environment while presenting a professional image and obtaining the respect of teammates, peers and management.
• Excellent verbal and written communication skills.
• Ability to communicate, influence and negotiate with all levels of staff, internal/external customers and business partners.
• Strong problem solving, project management, organizational skills and detail oriented.
• Knowledge of Microsoft products such as Excel, Word, PowerPoint and Outlook.

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.