Account Representative
Vanderbilt Mortgage and Finance, Inc. is committed to making homeownership more attainable for families across the country. The Account Representative resolves customer delinquency through negotiation and problem-solving while adhering to company, state, and federal guidelines, providing excellent customer service, and assisting customers with mortgage-related inquiries.
Responsibilities
- Performs account reviews and audits of severely delinquent accounts for proper action and resolution with the monthly goal of resolving the specified number of past due accounts
- Performs an average of 100 outbound calls daily to collect on past due mortgage payments, resolve delinquency, identify loss mitigation opportunities, and address customer concerns
- Services a portfolio of 1,700-2,000 accounts, by assisting borrowers with mortgage-related questions and inquiries
- Assists customers with inquiries relating to escrow, insurance claims, VMF online portal offerings, loan documents, etc. in a patient and customer focused manner
- Performs outbound email communication with customers
- Handles timelines and actions specific to Consumer Lending loans
- Achieves log-in time requirements and assists other departments (customer service, legal) as needed with phone coverage
- Analyzes Debt and income information to set-up and review payment plans
- Documents mortgage collections system with all activities and communications
- Orders and reviews home occupancy inspections
- Ensures timely sending and processing of Loss Mitigation Paperwork and Document Requests (utilizes mail, email, and DocuSign)
- Inputs and documents customer complaints, escalating to leadership when required
- Reviews accounts for legal and repossession input by creating summaries and sending them to supervisor for approval, requests value opinions as required for legal actions
- Attends 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
Skills
- High School diploma or equivalent required
- 0-1 year experience
- Basic computer skills with ability to type at least 25 wpm
- 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, evaluate alternate solutions, and arrive 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
- Previous experience in a Collections, Call Center or Loan Servicing environment a plus
- Working knowledge of the View/AS400 system
Benefits
- 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
- Enjoy coming “home” to our brand new, state-of-the-art Home Office equipped with onsite fitness facility with full gym, workout classes, volleyball and basketball courts, ping-pong, disc golf course, and onsite restaurant.
- 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.
Company Overview