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Title: Account Representative (Non-LO - Servicing) Job Status: Full Time/Hourly

Department: Collections Reports to: Team Leader

Work Schedule: Flexible Amount of Travel Required: No travel required

Vanderbilt Mortgage and Finance, Inc. was established in 1974 and currently services over 200,000 loans. Our strength as an organization is rooted in the quality of our people and products. We're financially strong, with a reputation for leading the industry with unsurpassed products, a broad range of services and a coast-to-coast presence. And we're professionally strong, from entry level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. As a member of our team, we will equip you for success, you'll enjoy excellent benefits, opportunities for growth and an encouraging culture that supports work/life balance.


Account Representatives exist to resolve delinquency through negotiation and problem-solving, while adhering to company, state and federal guidelines. Success in the position is achieved by strategically educating customers on the importance of paying in a timely manner.


  • 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 legal notices 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 problem solving skills to influence loss mitigation.

  • Adheres to all policies and procedures.

  • Ensures compliance at all levels both internally and externally.

  • Performs other duties as assigned.


  • High School diploma or equivalent required, college preferred.

  • Basic computer skills with ability to type at least 25 wpm.

  • Ability to communicate effectively and efficiently via phone, email and person to person.

  • Capability of gathering facts accurately, analyzing causes, evaluating alternate solutions and arriving at sound conclusions on action to be taken.

  • Ability to manage multiple and/or conflicting responsibilities.

  • Great attention to detail and organizational skills.

  • Ability to work in a team environment.

  • Working knowledge of the View/AS400 system a plus.


  • 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.

  • 90% communication methods completed over the phone. Must be able to exchange accurate information at all times.

  • Ability to identify and assess account status and determine appropriate process.

  • Constantly works in an indoor temperature controlled, sealed window office environment.


  • Work-life balance.

  • Community philanthropy.

  • Collaborative and energetic work environment- teamwork.

  • Professional development and promotion opportunities- culture of mentoring.

  • Medical and Dental Plan with Prescription Coverage and Vision.

  • Paid time off days (PTO) and holidays.

  • 401(K) includes 100% company match of the first 4%.

  • Wellness Programs and On-site workout facility.

  • Tuition Assistance.

  • On-site restaurant.