Bilingual Account Resolution Specialist (Greensboro) | Financial Services | Entry Level

About the role

Vanderbilt Mortgage is seeking a Bilingual Account Resolution Specialist to resolve customer delinquency through negotiation and problem-solving, while strictly adhering to company, state, and federal guidelines. This role 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.

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.

Qualifications

• High School diploma or equivalent required.
• 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, 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.

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. Secured training bonus which will be paid in 4 installments of $550 a month for the first 4 months of hire.

Schedule

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

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.
• 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.

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.