Account Resolution Specialist | Financial Services | Entry Level

About the role

Vanderbilt Mortgage is a national housing lender specializing in financing new and pre-owned manufactured and modular homes. The Account Resolution Specialist resolves customer delinquency through negotiation and problem-solving while strictly adhering to company, state, and federal guidelines. This role reports to the Team Lead and achieves success by educating customers on the importance of timely payment, providing excellent customer service, and determining suitability of assistance options using various tools and negotiation techniques.

Responsibilities

• Performs account reviews and audits of severely delinquent accounts 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, and other matters 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 to supervisor for approval; requests value opinions as required for legal actions
• Attends team and department meetings, coaching and call quality meetings, monthly training, and other meetings as required

Qualifications

• High School diploma or equivalent required
• 0–1 year experience
• Previous experience in a Collections, Call Center, or Loan Servicing environment a plus
• Basic computer skills with ability to type at least 25 wpm
• Working knowledge of the View/AS400 system
• Great attention to detail and organizational skills
• Ability to communicate effectively and efficiently via phone, email, and in person
• Capability of gathering facts accurately, analyzing causes, evaluating alternate solutions, and arriving 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 ability to work across many teams and business units

Pay

Base pay range from $20.39 to $21.75 per hour plus additional bonus opportunity, resulting in expected total annual compensation of $42,000 to $60,000. Top performers have the potential to earn between $50,000 and $60,000 annually. Secured training bonus paid in 4 installments of $550 per month for the first 4 months of hire.

Schedule

Hybrid – 4 days in-office, 1 day remote after training. Monday–Friday 8:30am–5:30pm four days a week, 11:00am–8:00pm one day a week.

Benefits

• Medical and Dental Plan with Prescription Coverage and Vision
• 401(K) with 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
• State-of-the-art Home Office with onsite fitness facility (full gym, workout classes, volleyball and basketball courts, ping-pong, disc golf course, and onsite restaurant)
• Wellness programs focusing on emotional, social, spiritual, intellectual, environmental, physical, and financial well-being
• Collaborative and energetic work environment
• Professional development and promotional opportunities
• Competitive bonus programs

Physical Demands

• Must be able to remain in a stationary position 75% of the time
• Constantly operates a computer and other office productivity machinery (telephone, calculator, copy machine, computer printer)
• Communicates via phone, Teams, and Zoom
• Must be able to exchange accurate information at all times
• Must be able to identify and assess account status and determine appropriate process
• Works in a state-of-the-art indoor temperature-controlled, sealed window office environment