Bilingual Account Representative

Job Summary

The Bilingual Account Resolution Specialist 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

• 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.
• Serves a portfolio of 1,700-2,000 accounts, by assisting borrowers with mortgage-related questions and inquiries.
• Aids customers with inquiries relating to escrow, insurance claims, VMF online portal offerings, loan documents, etc., in a patient and customer-focused manner.
• 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.

Qualifications

• Education: High School diploma or equivalent required.
• Experience: 0-1 year experience.
• MUST be Bilingual in both Spanish and English.
• 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 person to 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 work across many teams and business units.
• Great attention to detail, organizational skills, and time management.

Physical Demands

• Must be able to remain in a stationary position 75% of the time.
• Will be constantly operating a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer.
• Will be communicating 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.
• Will constantly work in a state-of-the-art indoor temperature-controlled, sealed window office environment.

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.

About the Role

Vanderbilt Mortgage, a national housing lender specializing in financing new and pre-owned manufactured and modular homes, seeks a Bilingual Account Resolution Specialist to join our team. We are committed to making homeownership more attainable for families across the country and are dedicated to providing mortgage solutions that unlock the freedom of home. Our strength lies in our people, who we empower with the tools and training to build a successful career and reach their full potential.

Responsibilities

The Bilingual Account Resolution Specialist plays a crucial role in resolving customer delinquency through negotiation and problem-solving, ensuring compliance with company, state, and federal guidelines. This role requires a combination of technical expertise, excellent customer service, and the ability to manage multiple tasks simultaneously.

Requirements

To succeed in this role, you should possess a high school diploma or equivalent, with 0-1 year of experience. Fluency in both Spanish and English is essential, along with previous experience in collections, call center, or loan servicing environments. Strong computer skills, attention to detail, and effective communication are also critical.

Skills

Our ideal candidate possesses a strong foundation in customer service, negotiation, and problem-solving. They must be proficient in using various tools and techniques to resolve customer issues and maintain a positive rapport with clients. Additionally, they should have the ability to manage multiple tasks and adapt to changing priorities.

Benefits

We offer a comprehensive benefits package that includes medical and dental coverage, a competitive 401(k) plan with a company match, and a range of additional perks designed to support your well-being and career growth. Our commitment to our employees extends beyond the workplace, with opportunities for professional development, promotions, and a supportive community that values diversity and inclusion.

Pay

The expected base pay range for this position is from $22.43 to $23.93 plus additional bonus opportunity resulting in an expected total annual compensation of $42,000 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.

Schedule

This role offers a hybrid schedule, requiring 4 days in-office and 1 day remote after training. The work schedule is M-F 8:30-5:30pm four days a week, and 11am-8pm one day a week.