Fifth Third Bank Consumer Mortgage Support Specialist. in Cincinnati, Ohio

Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. As The curious bank, we've staked our claim on looking at things differently, at being better listeners and at showing more commitment. This applies to our relationships with customers and employees alike.

We employ about 19,000 people, and what we offer is:

  • A chance for employees to build their future, with supportive career development and financial wellness programs.

  • An environment where we win together. We celebrate achievement and work collaboratively. We're also a two-time Gallup Great Workplace honoree.

  • An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.

It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.

Central Operations is the home of over 2,300 employees who handle Fifth Third Bank's back-office functions and Contact Center services for nearly six million customers. Our goal is to operate as an efficient, behind-the-scenes machine to allow Fifth Third Bank transactions to be seamlessly executed for our affiliates and customers.


This position is responsible for researching and resolving escalated situations that might lead to Litigation or to provide specialized customer service. The position requires attention to detail and some analytical thinking to coordinate a response between different departments or to insure completion of the task in a manner that protects the interest of the Bank and provides a timely answer to the problem. The incumbent must be knowledgeable of all areas of mortgage/consumer loan servicing and have experience in dealing with legal documents and the loan file. This position has a lot of customer contact, internal and external, ranging from other departments, banking centers, customers, attorneys, title agencies and county recorders.

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.


  • Receive and process letters, phone calls, faxes and emails from customers, attorneys and affiliates.

  • Obtain and research loan files and history transaction for required information, use alternate sources to complete research, such as court house and tax assessor websites.

  • Do CIF changes according to document review or management request.

  • Prepare amortization schedules and spreadsheets to support the amortization.

  • Perform projects assigned by management.

  • Work with Management on Charge off processing and documentation.

  • Order and maintain loan files for the department.

  • Prepare letters to customers for Trust approvals, LLC Letters, Direction to Convey, Consent of easements, handle subsidy requests from different social programs, such as VA/County assistance and Section 8.

  • Review Condo Association requests for approval of revised condo bylaws changes.

  • Process payments for Housing Authorities with subsidy payments from Checking accounts.

  • Receive Subordination requests, obtain review documentation from new Lender or our file, and submit to management. If approved, prepare subordination document for signature and notary, collect fee.

  • Receive Partial Release requests, obtain additional information from file and title company or customer, determine if we also have to release on any second mortgage. Prepare submission to management for release conditions. Forward management recommendation to PMI, if appropriate for additional approval. Prepare Intent Letter to inform requestor of approved conditions. Receive pay downs and fees. Prepare releases to be recorded. Obtain signoff and notary. Send to be recorded. Provide legal description of released property to the Tax Department.

  • Receive death notice and coordinate actions with attorney or representative of estate. Upon completion of probate process Probate Assumption to permit deed holder to take over the loan payments if death of Sole Owner. If Co-Borrower, process removal of deceased and verification of social security number for IRS reporting.

  • Receive Assumption requests. If loan can be assumed, obtain information from customer and new buyer to submit to underwriting for qualification. If approved, work with escrow to provide new analysis and amount needed to fund escrow account, notify Buyer and Seller of conditions to close and coordinate closing with title agent. Upon receipt of closing documents, do system maintenance, order new coupons. Send documents to CFR.

  • Work with our tax service and escrow department to correct legal description errors and do appropriate release, recording or affidavit to insure appropriate collateral is on file with the mortgage/Deed of Trust and that we pay the correct taxes for the account.

  • The above jobs are time sensitive and have very close contact with Customer, Title Companies, Attorneys and internal customers. Prepared documents are double checked for accuracy, as any error could result in collateral loss or have a negative impact in our customer relationship.



Fifth Third Bank 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.


  • High School Diploma.

  • At least three years as a Specialist or work related experience in mortgage.

  • Minimum ability to operate intermediate level Word and Excel, for letter merges, spreadsheets and schedules.

  • Good oral and written communication skills. Some phone contact with customers explaining options.

  • Have knowledge of the loan file documents that relate to duties and responsibilities.

  • Ability to calculate interest due and project principal balances to recalculate payment amounts.