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Title: Government Loan Representative (Non-LO – Servicing) Job Status: Full Time/Hourly

Department: Government Servicing Reports to: Government Servicing 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 are an equal opportunity employer committed to creating a diverse workforce. Furthermore, 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.


The Government Loan Representative exists to service our existing delinquent customers within the Government Servicing department. The primary goal is to resolve delinquency, as well as to determine suitability for assistance options, while maintaining compliance with insurer and Federal guidelines.


  • Develops a clear understanding of laws and regulations provided by local, state and federal government, as well as Fannie Mae, FHA, USDA and VA, including a general knowledge of bankruptcy and legal procedures.

  • Manages a portfolio of accounts through telephone negotiations with customers.

  • Services loans including, but not limited to, resolving delinquency, determining suitability for repayment plans/informal forbearance, and evaluations of customer response packages for referral to Loss Mitigation Specialists (LMS).

  • Works in conjunction with LMS’s to recognize early warning signs of default and foreclosure.

  • Solicits customers for information to review for loss mitigation.

  • Follows up on loans in active loss mitigation programs, including trial payment and forbearance options.

  • 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, home inspections and default notices in a timely manner.

  • 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.

  • Performs other duties as assigned.


  • College preferred but not required.

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

  • Experience with and/or knowledge of FNMA, HUD, FHA, USDA and VA as well as their respective programs and regulations regarding loan servicing a plus.

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

  • Capable of gathering facts accurately, analyze causes, evaluate alternate solutions and arrive at sound conclusions on action to be taken.

  • Knowledge of collections laws, and bankruptcy and legal procedures required.

  • Clear understanding of repossession procedures.

  • Ability to manage multiple and/or conflicting responsibilities.

  • Great attention to detail and organizational skills.

  • Ability to work in a team environment.


  • 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.


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

  • Medical and Dental Plan with Prescription Coverage and Vision

  • PTO days and holidays

  • Tuition Assistance

  • Wellness Programs and On-site workout facility

  • On-site restaurant

  • BONUSES!!!