Account Resolution Specialist | Financial Services | Entry Level

Clayton•Maryville, TN

8d•$42,000 - $60,000•Hybrid

About The Position

The Account Resolution Specialist resolves customer delinquency through negotiation and problem-solving while following company, state, and federal guidelines. The role educates customers about timely payments, provides customer service, and identifies suitable assistance options using available tools and negotiation techniques. It reports to the Team Lead and is part of Loan Servicing. The position reviews and manages severely delinquent accounts, makes an average of 100 outbound collection calls daily, and services a portfolio of 1,700–2,000 accounts. It also responds to mortgage-related inquiries, communicates by email, reviews borrower debt and income to establish payment plans, and documents account activities. Administrative work includes ordering occupancy inspections, processing loss mitigation paperwork and document requests, recording and escalating complaints, and preparing account summaries for possible legal or repossession action. This is a full-time hourly role with a hybrid schedule after training: four days in the office and one day remote. The schedule is 8:30 a.m.–5:30 p.m. four days a week and 11:00 a.m.–8:00 p.m. one day a week. The stated base pay range is $20.39–$21.75, with bonus opportunity and expected total annual compensation of $42,000–$60,000. A secured training bonus is paid in four monthly installments of $550 during the first four months of employment.

Requirements

High school diploma or equivalent.
0–1 year of experience.
Basic computer skills and ability to type at least 25 words per minute.
Working knowledge of the View/AS400 system.
Strong attention to detail, organizational skills, and time management.
Ability to communicate effectively by phone, email, and in person.
Ability to gather facts accurately, analyze causes, evaluate alternative solutions, and reach sound conclusions about actions to take.
Ability to manage multiple initiatives and conflicting responsibilities.
Goal-oriented, self-motivated approach and ability to meet and exceed assigned goals.
Ability to collaborate and work effectively in a team environment.
Willingness to learn, strong work ethic, and ability to work across teams and business units.
Ability to remain stationary for 75% of the time and operate a computer and other office productivity machinery.
Ability to communicate via phone, Teams, and Zoom and exchange accurate information.
Ability to identify and assess account status and determine the appropriate process.

Nice To Haves

Previous experience in collections, a call center, or loan servicing.

Responsibilities

Review and audit severely delinquent accounts to determine appropriate action and resolution, working toward monthly account-resolution goals.
Make an average of 100 outbound calls daily to collect past-due mortgage payments, resolve delinquency, identify loss mitigation opportunities, and address customer concerns.
Service a portfolio of 1,700–2,000 accounts and help borrowers with mortgage-related questions and inquiries.
Assist customers with questions about escrow, insurance claims, the VMF online portal, loan documents, and related matters.
Communicate with customers by outbound email.
Handle timelines and actions specific to Consumer Lending loans.
Meet login-time requirements and assist other departments, including customer service and legal, with phone coverage as needed.
Analyze debt and income information to establish and review payment plans.
Document account activities and communications in the mortgage collections system.
Order and review home occupancy inspections.
Send and process loss mitigation paperwork and document requests in a timely manner using mail, email, and DocuSign.
Record customer complaints and escalate them to leadership when required.
Review accounts for legal and repossession input by preparing summaries for supervisor approval and requesting value opinions when needed.
Attend team and department meetings, coaching and call-quality meetings, monthly training, and other required meetings.
Perform other duties as assigned.

Benefits

Medical and dental plans with prescription coverage and vision.
401(k) with 100% company match on the first 4%.
Paid time off and holidays.
Maternity and paternity leave.
Paid volunteer time off.
Tuition assistance for a first degree.
Onsite fitness facility with gym, workout classes, volleyball and basketball courts, ping-pong, disc golf course, and onsite restaurant.
Wellness programs covering emotional, social, spiritual, intellectual, environmental, physical, and financial well-being.
Professional development and promotional opportunities.
Competitive bonus programs.
Secured training bonus paid in four installments of $550 per month for the first four months of hire.