Bilingual Account Representative

Vanderbilt Mortgage and Finance, Inc. is a national housing lender committed to making homeownership attainable for families. The Bilingual Account Representative resolves customer delinquency through negotiation and problem-solving while providing excellent customer service and adhering to company guidelines.

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

Skills

• 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
• 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
• Previous experience in a Collections, Call Center or Loan Servicing environment a plus

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.

Company Overview