Account Representative; Greensboro

Account Representative (Greensboro) – Non‑Loan‑Servicing

At Vanderbilt Mortgage, we believe home ownership makes lives better. For over 50 years, we’ve been committed to making home ownership more attainable by providing mortgage solutions that unlock the freedom of home. As a national housing lender, we specialize in financing new and pre‑owned manufactured and modular homes. Our strength is our people – we invest in our Team Members through growth opportunities, a healthy work‑life balance, and meaningful recognition of their contributions.

The Account Representative resolves customer delinquency through negotiation and problem‑solving, while strictly adhering to and demonstrating knowledge of company, state, and federal guidelines. This role reports to the Team Lead and succeeds by educating customers on the importance of paying in a timely manner, providing excellent customer service, and determining suitable assistance options for our customers when applicable, using various tools and negotiation techniques.

• Perform account reviews and audits of severely delinquent accounts for proper action and resolution.
• Make an average of 100 outbound calls daily to collect on past‑due mortgage payments, resolve delinquency, identify loss mitigation opportunities, and address customer concerns.
• Serve a portfolio of 1,700–2,000 accounts, assisting borrowers with mortgage‑related questions and inquiries.
• Assist customers with inquiries relating to escrow, insurance claims, online portal offerings, loan documents, etc. in a patient and customer‑focused manner.
• Perform outbound email communication with customers.
• Handle timelines and actions specific to Consumer Lending loans.
• Achieve log‑in time requirements and assist other departments with phone coverage as needed.
• Analyze debt and income information to set up and review payment plans.
• Document mortgage collections system with all activities and communications.
• Order and review home occupancy inspections.
• Ensure timely sending and processing of Loss Mitigation paperwork and document requests utilizing mail, email, and Docu Sign.
• Input and document customer complaints, escalating to leadership when required.
• Review accounts for legal and repossession input by creating summaries and sending them to supervisor for approval, and requesting value opinions as required for legal actions.
• Attend various meetings and trainings, such as team and department meetings, coaching and call quality meetings, monthly training, and other meetings as required.
• Other duties as assigned.

• High School diploma or equivalent required.
• 0–1 year experience required.
• Previous experience in a Collections, Call Center, or Loan Servicing environment a plus.
• Basic computer skills with ability to type at least 25 wpm.
• Working knowledge of the View/AS400 system.
• Great attention to detail and organizational skills.
• Ability to communicate effectively and efficiently via phone, email, and person‑to‑person.
• Capability of gathering facts accurately, analyzing causes, evaluating alternate solutions, and arriving at sound conclusions on action to be taken.
• Ability to manage multiple initiatives and/or conflicting responsibilities.
• Goal oriented, self‑motivated personality with the capacity to meet and exceed assigned goals.
• Ability to effectively collaborate and work in a team environment.
• Willingness to learn, strong work ethic, and work across many teams and business units.
• Great attention to detail, organizational skills, and time management.

• Must be able to remain in a stationary position 75% of the time.
• Will be constantly operating a computer and other office productivity machinery, such as a telephone, calculator, copier, and computer printer.
• Will be communicating via phone, Teams, and Zoom.
• Must be able to exchange accurate information at all times.
• Must be able to identify and assess account status and determine appropriate process.
• Will constantly work in a state‑of‑the‑art indoor temperature controlled, sealed window office environment.

• Medical and Dental Plan with Prescription Coverage and Vision.
• Competitive benefits including 401(k) includes 100% company match of the first 4%.
• Paid time off days (PTO), maternity/paternity leave, and holidays.
• Community involvement including Volunteer Paid Time Off (VTO).
• Tuition Assistance for your first degree.
• Wellness programs that focus on emotional, social, spiritual, intellectual, environmental, physical, and financial well‑being.
• Collaborative and energetic work environment.
• Professional development and promotional opportunities.
• Competitive bonus programs.

Vanderbilt Mortgage and Finance, Inc. is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.