Account Resolution Specialist | Financial Services | Entry Level

Clayton Homes; United States; Vor Ort; USD 42.000 - 60.000; Vollzeit

Benefits dieser Stelle

Medical and Dental Plan

401(k) with company match

Paid time off and holidays

Tuition assistance

Zusammenfassung

Clayton Homes (New) is seeking an Account Representative to manage customer delinquency through negotiation and problem-solving. This full-time role requires excellent communication skills and the ability to handle up to 2,000 accounts.

With a pay range of $20.39 – $21.75 per hour and a potential annual compensation of $42,000 – $60,000, the position offers secured training bonuses and competitive benefits including medical, dental, and wellness programs.

Qualifikationen

• 0-1 year of experience preferred, especially in Collections or Loan Servicing.
• Willingness to learn, flexibility across teams, and strong work ethic required.

Aufgaben

• Perform account reviews and audits of delinquent accounts for proper action.
• Make an average of 100 outbound calls daily to collect payments.
• Document collections activities in the mortgage system.

Kenntnisse

Basic computer skills

Attention to detail

Effective communication

Time management

Goal-oriented

Team collaboration

Ausbildung

High School diploma or equivalent

Tools

View/AS400 system

Jobbeschreibung

Position Title: 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 M‑F 8:30‑5:30pm four days a week, 11am‑8pm one day a week

Pay: Base range $20.39 – $21.75 per hour with bonus potential, total annual compensation $42,000 – $60,000; top performers may earn $50,000 – $60,000. Secured training bonus of $550 per month for the first 4 months.

Job Summary

The Account Representative resolves customer delinquency through negotiation and problem‑solving, strictly adhering to company, state, and federal guidelines. The role involves educating customers on timely payment, providing excellent service, and determining suitable assistance options using various tools and techniques.

Job Functions

Account Management

• Perform account reviews and audits of severely delinquent accounts for proper action and resolution, aiming to resolve a specified number of past‑due accounts monthly.
• Make an average of 100 outbound calls daily to collect on past‑due mortgage payments, resolve delinquency, identify loss mitigation opportunities, and address customer concerns.
• Serve a portfolio of 1,700–2,000 accounts, assisting borrowers with mortgage‑related questions and inquiries including escrow, insurance claims, VMF online portal offerings, and loan documents.
• Perform outbound email communication with customers.
• Handle timelines and actions specific to Consumer Lending loans and achieve log‑in time requirements, providing phone coverage for other departments as needed.
• Analyze debt and income information to set up and review payment plans.
• Document mortgage collections activities and communications in the mortgage collections system.

Administrative Tasks

• Order and review home occupancy inspections.
• Ensure timely sending and processing of Loss Mitigation paperwork and document requests (mail, email, DocuSign).
• Input and document customer complaints, escalating to leadership when required.
• Review accounts for legal and repossession input by creating summaries and sending them to supervisor for approval, requesting value opinions as required for legal actions.
• Attend various meetings and trainings, including team and department meetings, coaching and call quality meetings, monthly training, and other meetings as required.

Other Duties

• Other duties as assigned.

Qualifications

Education

• High School diploma or equivalent required.

Experience

• 0–1 year of experience.
• Previous experience in Collections, Call Center or Loan Servicing environment is a plus.

Skills & Abilities

• Basic computer skills with ability to type at least 25 words per minute.
• Working knowledge of the View/AS400 system.
• Great attention to detail, organizational skills, and time management.
• Effective communication via phone, email, and in‑person.
• Ability to gather facts accurately, analyze causes, evaluate alternate solutions, and arrive at sound conclusions.
• Ability to manage multiple initiatives and/or conflicting responsibilities.
• Goal oriented, self‑motivated, and capable of meeting and exceeding assigned goals.
• Ability to collaborate and work in a team environment.
• Willingness to learn, strong work ethic, and flexibility across teams and business units.

Physical Demands

Must be able to remain in a stationary position 75% of the time, operate a computer and related office equipment, use phone, Teams, and Zoom, communicate accurately, and identify and assess account status throughout a state‑of‑the‑art, temperature‑controlled office environment.

Benefits

• Medical and Dental Plan with Prescription Coverage and Vision.
• Competitive benefits including 401(k) with 100% company match of the first 4%.
• Paid time off days (PTO), maternity/paternity leave, and holidays.
• Community involvement with Volunteer Paid Time Off (VTO).
• Tuition assistance for first degree.
• Wellness programs focusing on emotional, social, spiritual, intellectual, environmental, physical, and financial well‑being.
• Professional development and promotional opportunities.
• Competitive bonus programs.

Equal Employment Opportunity

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.