Account Representative

Overview

At Vanderbilt Mortgage, we believe home ownership makes lives better. For over 50 years, we’ve been committed to making home ownership more attainable for families across the country 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. With a diverse range of loan products, a reputation for world-class customer service and a coast-to-coast presence, Vanderbilt continues to be a leader in the industry.

Our strength is our people—which is why we prioritize investing in our Team Members through opportunities for growth, a healthy work-life balance, and meaningful recognition of their contributions. Whether just starting out or bringing years of experience, Vanderbilt empowers our Team Members with the tools and training to build a successful career and reach their full potential.

Position title:
Account Representative - (Non – LO – Servicing) | Job Status:
Full Time/Hourly | Department:
Loan Servicing | Reports To:
Team Lead | Travel Required:
As Needed | Work Schedule:
Hybrid – 4 days in-office, 1 day remote after training

• Account Management: perform account reviews and audits of severely delinquent accounts for proper action and resolution, with a monthly goal of resolving the specified number of past-due accounts.
• Outbound collection activities: average of 100 outbound calls daily to collect on past-due mortgage payments, resolve delinquency, identify loss mitigation opportunities, and address customer concerns.
• Portfolio management: service a portfolio of 1,700–2,000 accounts, assisting borrowers with mortgage-related questions and inquiries.
• Customer inquiries: assist customers with inquiries related to escrow, insurance claims, VMF online portal offerings, loan documents, etc., in a patient and customer-focused manner.
• Communication: perform outbound email communication with customers.
• Other responsibilities:
  
  handle timelines and actions specific to Consumer Lending loans; achieve login time requirements and assist other departments (customer service, legal) as needed with phone coverage; analyze debt and income information to set up and review payment plans; document mortgage collections system with all activities and communications.

• Administrative Tasks: order and review home occupancy inspections; ensure timely sending and processing of Loss Mitigation paperwork and document requests (via 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; attend team and department meetings, coaching and call quality meetings, monthly training, and other required meetings.

• Other duties as assigned: this job description is not an exhaustive list of all functions that a team member may be assigned.

• Education:
  
  High school diploma or equivalent required.
• Experience:
  
  0-1 year experience; previous experience in collections, call center, or loan servicing environment a plus.
• Technical: basic computer skills with ability to type at least 25 wpm; working knowledge of the View/AS400 system.
• Skills:
  
  great attention to detail and organizational skills; effective communication via phone, email, and in person; ability to gather facts, analyze causes, evaluate alternatives, and determine appropriate actions; ability to manage multiple initiatives and conflicting responsibilities; goal-oriented, self-motivated with the capacity to meet/exceed goals; ability to collaborate in a team; willingness to learn and work across teams and business units.
• Additional: strong work ethic and time management.

• Must be able to remain in a stationary position about 75% of the time.
• Frequent use of computer and office equipment; communication via phone, Teams, and Zoom.
• Must be able to exchange accurate information at all times; identify and assess account status and determine appropriate process.
• Work environment is a state-of-the-art indoor, temperature-controlled office.

• Medical and dental plans with…