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This position is based in Cincinnati, Ohio. We are unable to do remote on this position.

GENERAL FUNCTION: Under minimal supervision, complete complex customer research related to

escrow analysis, tax and insurance for mortgage, consumer, auto, lease and commercial

accounts. Work with tax and insurance vendors for mortgage, consumer, auto, lease and

commercial accounts as well as customers to ensure tax/insurance related issues are resolved

timely.

DUTIES & RESPONSIBILITIES:

• Handle complex calls with customers related to escrow analysis, tax, insurance, PMI and FHA.
• Act as key contact for Office of the President and other 3rd party agency complaints.
• Assumes a high level of responsibility in resolving escalated research issues related to

customer accounts. Trains new employees and employees from other areas on various

insurance, tax and analysis functions. Able to assist with quality audits and vendor management.

• Responds to assessments from QC & compliance departments.
• Work the monthly trial balance analysis report, payment change & surplus reports (monitored

by FDICIA and Sarbanes Oxley) to ensure customers mortgage payments are adjusted in

accordance with RESPA guidelines.

• Review & document any accounts with payment increases or decreases that fall outside of the

established escrow parameters.

• Complete the daily shortage payment reports to ensure that customer's payments are adjusted

correctly.

• Complete monthly exception report to clear any error that would prevent the annual analysis.
• Work exception reports from escrow vendors to ensure the timely completion of payment

processing for monthly transactions, monitored by FDICIA & Sarbanes Oxley.

• Prepare wires to outsourced providers of tax and insurance.
• Complete weekly audits of outsource providers to ensure proper compliance with Federal,

investor and Bancorp requirements.

• Review, approve or deny & pay claims for tax provider that result in 5/3 charge offs.
• Work closely with venders, customers, tax agencies, insurance companies & affiliates on

customer services issues relating to escrow processing; make appropriate account adjustments to

correct improper escrow line set-up issues.

• Work w/ Title Agencies to file claims on incorrect legal descriptions they provided and to also

get corrected legal descriptions & title commitments to secure the bank's asset.

• Track & recover corporate advance utilized to clear incorrect escrow payments.
• Process daily correspondence & send to vendors in overnight transactions.
• Complete customer requests to add, delete & reanalyze escrow accounts.
• Clearly explain customers escrow analysis statements, involves detailed mathematical

understanding and calculations.

• Research insurance & tax issues that create overages & shortages on customer accounts.
• Ensure monthly analysis checks & statements are mailed to customers in accordance with RESPA guidelines.
• Work w/ default to ensure accounts coming out of bankruptcy & loan modifications are

analyzed w/in 30 days according to RESPA requirements.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Associate's Degree or equivalent combination of training and experience in related field.
• Minimum 2-3 years related experience required.
• Knowledge of the fundamental concepts related to mortgage, consumer, auto and lease and

the ability to apply that knowledge in a quality control function.

• Basic knowledge of the Bank's, Investor's, Government and Underwriting Program requirements.
• Basic knowledge of all documents used by the Bank in the origination of FHA, VA and conventional

loans.

• Knowledge in Microsoft Outlook, Word, Excel and Access

(or equivalent database reporting programs).

• Strong Customer Service Skills.
• Strong verbal and written communication skills.
• Strong analytical skills.
• Ability to work efficiently with a low margin of error.
• Ability to work independently and meet deadlines.

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. 

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.