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GENERAL FUNCTION:
Provides the leadership, strategy, staffing, review and motivation to inspire the Fifth Third vision needed to control losses, expenses, delinquency and to produce maximum recoveries and income required to meet or exceed corporate objectives and increase shareholder equity for Mortgage Collections. Provides leadership to collections team so overall departmental customer service and productivity goals are met or exceeded. Focuses on resolving collection issues in a customer centric manner. Handles moderate to complex issues. May be tasked with managing various aspects of the collection process.
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 for leadership of mortgage collections department, leading a cross functional team or teams.
Plans, Assigns, and Monitors workflow to maintain optimum efficiency and effectiveness, handling complex customer or service issues to provide best in class service expectations.
Leads a multi-faceted group that performs a multitude of production duties for both secured and unsecured products.
Reviews operational procedure recommendations and approves changes to improve productivity.
Inspects processes and Identifies risk exposure to the Bancorp and Reviews department and bank processes, procedures, and policy recommendations, approving changes to ensure proper Controls are in place.
Develops management practices or strategies to improve Bancorp results in alignment with compliance.
Works with investors, insurers, and Regulatory agencies to Meet and exceed all requirements.
Partners with internal quality groups to Meet and exceed all expectations and Prepares action plans if performance is below expectations.
consistently Meets or exceeds financial or production targets as defined by senior management.
accountable for quality Monitoring and Assessment results.
acts as lead person on all compliance matters and Works with internal and external auditors.
Handles highly escalated interactions with Customers and employees.
Responds to questions from Customers and internal staff members in accordance with core values and assures the complaint tracking database is current and open issues resolved.
Responsible for developing strong partnerships with stakeholders such as business Controls, Legal, compliance, etc.
Evaluates employee performance on a daily basis, providing counseling and guidance monthly.
Leads culture in developing an overall training path to meet the needs of the department and ensures training issues are identified and remedial steps implemented to ensure staff is adequately trained.
Leads the establishment of employee, area or department productivity and financial goals.
Administers all human resource policies and procedures in a fair and consistent manner.
Performs any other duties as assigned.
SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid, and constructive performance feedback; developing 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.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
High school diploma required. Bachelor's degree preferred.
Minimum 5 years of collections or equivalent work experience required
Minimum 5 years management experience required
Excellent verbal and written communication skills.
Advanced experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.
Leadership skills, Initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.
Ability to display commitment as a role model for Change management and Utilizes collaborative approach to identify and recommend solutions to issues.
Ability to work in a team environment, presenting a Professional image and commanding the respect of staff, peers, and senior management.
Displays strong Executive presence with Ability to work with all levels of the organization including senior leadership.
Advanced knowledge of loan collection policies, procedures, and activities.
Advanced knowledge of collection laws, regulations, principles of credit lending, and risk management.
Utilizes a large degree of independence and problem solving with Ability to multi-task and be flexible.
Manages the formulation and implementation of changes in policies and procedures that impact not only the collection department but other areas within the organization as well.
Leads Change management within the department.
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. In addition to the base salary, 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.
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 45242Attention 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.