Senior Account Representative

Position Title: Senior Account Representative (Non – LO – Servicing)

Salary: (L8) $21.01-$26.26

Department: Loan Servicing Job Status: Full Time/Hourly­­­­­­­­­­­­­­­­­­

Reports to: Team Lead Amount of Travel: As needed

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.

Job Summary

The Senior Account Representative is responsible for leading, training, and coaching a group of Account Representatives for the common goal of decreasing monthly delinquency for existing customers. This position reports to a Team Lead and ensures strict adherence to all regulations, policies, and procedures is met on all accounts. The Senior Account Representative supports team and leadership through coaching and supporting training efforts, performing various administrative functions and through collaboration with other departments.   

Job Functions

Coaching and Team Member Development

• Provides regular coaching and feedback to Account Representatives.
• Mentors and develops the Account Representatives.
• Communicates goals for the team; encourages and motivates team members to obtain those goals.
• Trains team on acceptable collection practices and procedures while maintaining assigned goals.
• Audits and evaluates collections phone calls for Call Quality reviews using a scorecard to provide specific coaching and feedback to account representatives.
• Monitors live calls on a regular basis to provide in the moment coaching and feedback.
• Facilitates call review sessions with Account Representatives in which recorded calls are reviewed.
• Performs and assists with account reviews and provides feedback to the Account Representative as directed by the Team Leader
• Contributes to building a team culture that embodies company values and promotes Team Member Development.
  
  

Handling Escalated Accounts

• Monitors Collections and Call Center escalation chats to provide support on escalated calls and customer requests.
• Utilizes communication strategies and techniques to deescalate phone calls and resolve customer concerns.
• Responds to customer emails and document requests.
• Provides support on escalated processes such as missing homes, titling concerns, and value opinion requests.
• Processes mortgage payments in accordance with established guidelines.
  
  

Administrative Functions And Projects

• Monitors daily, weekly, and monthly delinquency and loan reporting to assess team performance, identify audit opportunities, and guide training initiatives.
• Monitors daily phone reports and compliance reporting.
• Works collection sequences as needed in support of the team and staffing needs.
• Reviews and assigns customer correspondence for resolution.
• Supports email correspondence with customers based on defined authority levels.
• Facilitates and attends various meetings such as call quality sessions, one-on-ones, team meetings, and monthly trainings.
  
  

Approval/Sign-Off/Decision Making

• Maintains timely review and approvals of home inspections and loss mitigation queues.
• Reviews over 30-day delinquent and provides sound advice and coaching on decisions and actions required.
• Tracks monthly performance metrics for individual team members.
• Reviews calls to observe appropriate team member to customer interaction, for technical accuracy and conformity to company policies and regulations.
• Assists team lead on secondary review of loans ready for legal action, then submits for legal action for Portfolio Manager final approval.
• Approves loss mitigation options within approval parameters.
• Assesses legal and repossession decisions.
• Exhibits a high level of judgment and discretion.
• Properly escalated approvals and decision-making authority to department leadership as needed.
  
  

Compliance/ Policies and Procedures

• Demonstrates accurate knowledge and strict adherence to all local, state, and federal guidelines regarding debt collection practices (FDCPA, RESPA (Real Estate Settlement Procedures Act), UDAAP (Unfair, Deceptive, Abusive Act or Practice), etc.)  
• Demonstrates accurate knowledge and strict application of all policies and procedures.  
• Provides training and coaching to team members relating to company policies and procedures and regulatory concerns to ensure strict compliance. 
• Collaborates with Team Lead, Portfolio Manager and Collections Special Projects to modify policies and procedures as needed.  
• Maintains understanding of the federal regulatory items which govern our internal compliance policies.
• Adheres to the laws and regulations provided by local, state, and federal government.
• Ensures compliance with all company, state, federal and CFPB guidelines through regular review and analysis of accounts and ensures policy and procedures are congruent.
• Partners alongside department leadership to develop reporting and audits to ensure compliance.
• Responsible for identifying and escalating risks areas to department manager and helping to identify clarification needs on existing processes and procedures. 
  
  

HR/Personnel Functions

• Conducts job interviews and makes hiring recommendations to Portfolio Manager.
• Consults with Pod Leadership to develop and deploy training initiatives.
• Assesses training progress and development of Account Representatives and consults with Team Lead and Portfolio Manager as needed.
• Works with Team Lead to develop and implement Performance Improvement Plans and Performance development plans and strategies.
• Participates in team member annual Performance Development Conversations.
• Completes all required company training.
  
  

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

QUALIFICATIONS:

• High School diploma or equivalent required, college preferred.
• 1-3 years of business-related experience required.
• Previous experience in Collections or Call Center preferred.
• Basic computer skills with ability to type at least 25 wpm.
• Working knowledge of the View/AS400 system.
• Requires a solid fundamental knowledge of loan servicing.
• Ability to travel 10% to include conferences, retreats and monthly to quarter travel to remote partner locations.
• 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, analyze 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.
  
  

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.
  
  

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.
  
  

Here are some more reasons to choose Vanderbilt Mortgage!

• 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.
  
  

Vanderbilt Mortgage and Finance Inc. is committed to a diverse and inclusive workplace. Vanderbilt Mortgage and Finance, Inc. is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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