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.ResponsibilitiesPerforms 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 accountsPerforms an average of 100 outbound calls daily to collect on past due mortgage payments, resolve delinquency, identify loss mitigation opportunities, and address customer concernsServices a portfolio of 1,700-2,000 accounts, by assisting borrowers with mortgage-related questions and inquiriesAssists customers with inquiries relating to escrow, insurance claims, VMF online portal offerings, loan documents, etc. in a patient and customer focused mannerPerforms outbound email communication with customersHandles timelines and actions specific to Consumer Lending loansAchieves log-in time requirements and assists other departments (customer service, legal) as needed with phone coverageAnalyzes Debt and income information to set-up and review payment plansDocuments mortgage collections system with all activities and communicationsOrders and reviews home occupancy inspectionsEnsures 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 requiredReviews accounts for legal and repossession input by creating summaries and sending them to supervisor for approval, requests value opinions as required for legal actionsAttends various meetings and trainings, such as team and department meetings, coaching and call quality meetings, monthly training, and other meetings as requiredOther duties as assignedSkillsHigh School diploma or equivalent required0-1 year experienceMust be fluent in both English and SpanishBasic computer skills with ability to type at least 25 wpmWorking knowledge of the View/AS400 systemGreat attention to detail and organizational skillsAbility to communicate effectively and efficiently via phone, email, and person to personCapability of gathering facts accurately, analyzing causes, evaluate alternate solutions, and arrive at sound conclusions on action to be takenAbility to manage multiple initiatives and/or conflicting responsibilitiesGoal oriented, self-motivated personality with the capacity to meet and exceed assigned goalsAbility to effectively collaborate and work in a team environmentWillingness to learn, strong work ethic and work across many teams and business unitsGreat attention to detail, organizational skills, and time managementPrevious experience in a Collections, Call Center or Loan Servicing environment a plusBenefitsMedical 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 OverviewAt Vanderbilt Mortgage, we believe homeownership makes lives better. It was founded in 1974, and is headquartered in Maryville, Tennessee, USA, with a workforce of 1001-5000 employees. Its website is https://www.vmf.com.



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