Bilingual Account Representative; Greensboro

Bilingual Account Representative (Greensboro)

Join to apply for the Bilingual Account Representative (Greensboro) role at Vanderbilt Mortgage and Finance, Inc

At Vanderbilt Mortgage, we believe home ownership makes lives better. For over 50 years, we’ve been committed to making home ownership more attainable for families across the country by providing mortgage solutions that unlock the freedom of home. We specialize in financing new and pre-owned manufactured and modular homes and have a coast‑to‑coast presence. Our strength is our people – we invest in our team members through growth opportunities, work‑life balance, and recognition.

POSITION TITLE: Account Representative (Greensboro) – (Non – LO – Servicing)

JOB STATUS: Full Time/Hourly

DEPARTMENT: Loan Servicing

REPORTS TO: Team Lead

TRAVEL REQUIRED: As Needed

Work Schedule

• Hybrid – 4 days in office, 1 day remote after training
• 2‑week mandatory in‑office training at our Maryville, TN Home Office (expenses reimbursed)

Pay

• The expected base pay range for this position is $21.73 to $23.00 per hour plus additional bonus opportunity, resulting in an expected total annual compensation of $41,000 to $60,000.
• Top performers have the potential to earn between $50,000 and $60,000 annually.
• Secured training bonus paid in four installments of $550 per month for the first four months of hire.

Job Summary

The Account Representative 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 determining the suitability of assistance options when applicable using various tools and negotiation techniques.

Job Functions

Account Management

• Performs account reviews and audits of severely delinquent accounts for proper action and resolution, with a 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, 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.

Administrative Tasks

• Orders and reviews home occupancy inspections.
• Ensures timely sending and processing of loss mitigation paperwork and document requests using mail, email, and Docu Sign.
• 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, requesting 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. This job description is not an exhaustive list of all the functions that a team member and other duties may be assigned.

Qualifications

• Education:
  
  High School diploma or equivalent required.
• Experience:
  
  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 person‑to‑person.
• Capability to gather facts accurately, analyze causes, evaluate alternate solutions, and arrive at sound…