Account Resolution Specialist (Greensboro) | Financial Services | Entry Level

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 (M-F 8:30-5:30pm four days a week, 11am-8pm one day a week)
Pay: Base pay range $20.39 to $21.75 per hour plus bonus opportunity. Expected total annual compensation $42,000 to $60,000. Top performers earn $50,000-$60,000 annually. An initial $550 training bonus paid in 4 installments for first 4 months.
Job Summary The Account Representative resolves customer delinquency through negotiation and problem‑solving, adhering to company, state, and federal guidelines. The role educates customers on timely payment, provides excellent service, and determines suitable assistance options using tools and negotiation techniques.
Job Functions Account Management: Reviews and audits severely delinquent accounts, aiming to resolve specified past‑due accounts. Makes an average of 100 outbound calls daily to collect payments, identify mitigation opportunities, and address concerns. Serves a portfolio of 1,700-2,000 accounts.
Customer Service: Assists borrowers with escrow, insurance claims, VMF portal, loan documents, and related questions. Conducts outbound email communication.
Administrative Tasks: Orders and reviews home‑occupancy inspections, processes loss‑mitigation paperwork, documents complaints, escalates to leadership, prepares legal and repossession summaries, and attends meetings and training.
Collaboration: Works with customer service, legal, and other departments as needed for phone coverage and action items.
Qualifications Education: High School diploma or equivalent.
Experience: 0-1 year experience; prior experience in collections, call center, or loan servicing is a plus.
Skills: Basic computer skills, 25 wpm typing; knowledge of View/AS400; strong attention to detail, organizational, and time‑management skills.
Communication: Effective phone, email, and in‑person communication. Analytical; capable of evaluating solutions and making decisions.
Other: Goal‑oriented, self‑motivated, collaborative, willing to learn, strong work ethic.
Physical Demands Work stationary 75% of time, operating computer and office equipment. Communicate via phone, Teams, Zoom. Must exchange accurate information and assess account status. Work environment: indoor, temperature‑controlled, sealed‑window office.
Benefits Medical, dental (with prescription coverage), and vision plans.
401(K) plan with 100% company match on first 4% contributions.
Paid time off, maternity/paternity leave, holidays, volunteer PTO.
Tuition assistance for first degree.
Onsite fitness facility and wellness programs.
EEO Statement 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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