Bilingual Account Representative

Vanderbilt Mortgage•Maryville, TN

19h•$22 - $23•Hybrid

About The Position

At Vanderbilt Mortgage, we believe homeownership makes lives better. For over 50 years, we’ve been committed to making homeownership 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: Bilingual 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 PAY: The expected base pay range for this position is from $21.73 to $23.00 plus additional bonus opportunity resulting in an expected total annual compensation of $41,000 to $60,000. Top performers have the potential to earn between $50,000 and $60,000 annually. The annual compensation range is based on experience, qualifications, and other relevant factors. Final compensation decisions will take into account a variety of considerations, including individual skills, internal equity, and organizational needs. Secured training bonus which will be paid in 4 installments of $550 a month for the first 4 months of hire. JOB SUMMARY: 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 achieves success by educating customers on the importance of paying in a timely manner, providing excellent customer service, and recognizing and determining suitability of assistance options for our customers when applicable, using various tools and negotiation techniques. JOB FUNCTIONS: Account Management 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. Administrative Tasks 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 This job description is not an exhaustive list of all the functions that a team member and other duties may be assigned.

Requirements

High School diploma or equivalent required.
0-1 year experience.
Must be fluent in both English and Spanish.
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.

Nice To Haves

Previous experience in a Collections, Call Center or Loan Servicing environment a plus.
Working knowledge of the View/AS400 system.

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

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.