At Vanderbilt Mortgage, we believe homeownership makes lives better. For over 50 years, we’ve been committed to making homeownership more attainable for families across the country by providing mortgage solutions that unlock the freedom of home. As a national housing lender, we specialize in financing new and pre-owned manufactured and modular homes. With a diverse range of loan products, a reputation for world-class customer service and a coast-to-coast presence, Vanderbilt continues to be a leader in the industry. Our strength is our people—which is why we prioritize investing in our Team Members through opportunities for growth, a healthy work-life balance, and meaningful recognition of their contributions. Whether just starting out or bringing years of experience, Vanderbilt empowers our Team Members with the tools and training to build a successful career and reach their full potential.

POSITION TITLE: Bilingual Account Representative (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 from $21.73 to $23.00 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. 

• 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.

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

JOB SUMMARY:

Bilingual Account Representatives exist to resolve customer delinquency through collections, negotiation, problem-solving, and utilizing tools to assist customers while adhering to company, state and federal guidelines. Success in the position is achieved by strategically educating, communicating, and working with customers.

JOB FUNCTIONS:

• Manages a portfolio of accounts through telephone negotiations with customers.

• Achieves monthly collection goals by monitoring and decreasing the number of past due accounts.

• Communicates professionally with customers concerning their pay dates/amounts and acceptable payment arrangements.

• Plans, schedules, and executes daily workload between phone calls, field chases, and decisions in a timely manner.

• Conducts research on no contact accounts, researching contracts, and reviewing documentation.

• Analyzes debt to income information from customers to set up payment plans.

• Maintains accurate documentation pertaining to each account.

• Exhibits critical thinking skills.

• Adheres to all policies and procedures.

• Ensures compliance at all levels both internally and externally.

• Performs other duties as assigned.

QUALIFICATIONS:

• Fluent in English and Spanish

• 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 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. 

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.

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