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 At Vanderbilt Mortgage, we believe homeownership makes lives better. It was founded in 1974, and is headquartered in Maryville, Tennessee, USA, with a workforce of 1001-5000 employees. Its website is