Loan Administration Coordinator

Position Title:  Loan Administration Coordinator (Non-LO-No Consumer Contact)                                              

Department:  Loan Administration                                                           Job Status:  ­­­­­­­­­­­­­­­­­­Full Time/Hourly                                                                     

Reports to:  Loan Administration Team Lead                                        Amount of Travel:  None

Vanderbilt Mortgage and Finance, Inc. (VMF) was established in 1974 and currently services over 150,000 loans. Our strength as an organization is rooted in the quality of our people and products. We are an equal opportunity employer committed to creating a diverse workforce.  Furthermore, we are financially strong, with a reputation for leading the industry with unsurpassed products, a broad range of services, and a coast-to-coast presence.  We are professionally strong, from entry level to more experienced positions, we are actively recruiting individuals who are passionate, positive, and eager to learn. As a member of our team, we will equip you for success. You will enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work-life balance.

The Loan Administration Coordinator position is responsible for completing qualified and non-qualified customer correspondence requests for Loan Servicing, including mail, faxes, and emails. This role reports to the Loan Administrator Team Lead and receives, processes, and completes qualifying and non-qualifying customer correspondence.  This role is also responsible for processing and monitoring customer insurance loss claims by issuing appropriate disbursements to facilitate repair of Vanderbilt’s collateral.  Responds to both internal and external credit disputes by utilizing the E-Oscar platform. All tasks require a thorough review of customer accounts to provide the best course of action and resolution for customer experience and compliance. The Loan Administration Coordinator must understand and adhere to VMF policies and procedures. They will also review and adhere to pertinent state and federal guidelines.

Receives, processes, and completes qualifying and non-qualifying customer correspondence.

• Handles qualified written requests, notices of error, and requests for information as well as non-qualified correspondence in accordance with all applicable RESPA regulations.
• Performs thorough investigation on all customer claims and makes designation of qualifying or non-qualifying on correspondence received.
• Assists with the completion of correspondence received at non-designated locations.
• Researches all correspondence exceptions to assign loan number and routes to appropriate department.
• Completes all Internal Customer Service requests in a timely and efficient manner.
• Determines most applicable response for correspondence received and ensures response is sent to customer.
• Collaborates with other coordinators to ensure department accuracy and turnaround time goals.

Account management of loans with open insurance loss claims.

• Communicates frequently with internal and external customers, contractors, and insurance companies to educate and provide guidance on Vanderbilt claim process to promote an excellent customer experience.
• Conducts a comprehensive review of customer account against disbursement guidelines to determine if claim needs to be monitored.
• Promptly processes insurance claim checks and opening of claim files and disburses funds for ongoing repairs.
• Reviews insurance estimates of loss to determine covered damages.
• Monitors claim activity on all claims and recommends application of funds on inactive claims.
• Administers uncashed and stale-dated check process.
• Promptly notifies leadership of total loss scenarios.
• Partners closely with Mail Processing Center and Default Servicing department to determine proper application of insurance funds in a timely manner.

Investigates and respond to all internal and external credit disputes.

• Researches account information thoroughly and utilizes knowledge of credit reporting processes to determine validity of all credit disputes.
• Communicates any reporting inaccuracies to senior and team leader.
• Corrects inaccurate reporting by submitting updates through E-Oscar.
• Responds to disputes and submits updates through E-Oscar in an accurate, efficient, and timely manner.
• Processes and responds to internal credit requests from internal and external customers.

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:

• High School diploma or equivalent required, college preferred.
• 0-2 years related experience preferred.
• Great organizational skills and attention to detail.
• Ability to communicate effectively and efficiently via phone, email, video conferencing, and person to person.
• High degree of confidentiality and professionalism.
• Comfortable making decisions independently, using discernment.
• Excellent time management skills with ability to multi-task.
• Ability to travel with flexibility in work schedule.
• Self-motivated and able to manage multiple and/or conflicting responsibilities.
• Performance, results-driven individual focused on teamwork with the ability to create/sustain a strong, positive, vibrant culture.

PHYSICAL DEMANDS:

• Must be able to remain in a stationary position 75% of the time.
• Constantly operate a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer.
• 30% communication methods completed over the phone.
• Must be able to exchange accurate information at all times.
• Constantly works in an indoor temperature controlled, sealed window office environment.

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 promotion opportunities
• Competitive bonus programs

• A Berkshire Hathaway Company – an integrity-based organization offering unlimited career growth
• Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Vanderbilt Mortgage and Finance, Inc. provides competitive 401(k) programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.
• Vanderbilt Mortgage and Finance Inc. is a subsidiary of Clayton of which is proud to have earned spots on the following Forbes lists: America’s Best Employers, America’s Best Employers by State, Best Employers for Diversity, Best Employers for Women.
• As part of Vanderbilt Mortgage’s commitment to Opening Doors to a Better Life, VMF is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.
• At VMF, we encourage holistic wellness with physical, nutritional, social, financial, spiritual, and occupational programs available online or in-person for team members.
• Our newly renovated Home Office campus offers an onsite restaurant, onsite fitness facility with full gym, in-person and virtual workout classes, yoga/barre studio, volleyball, and basketball courts, walking paths, and a disc golf course.

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