Job Details

Title: Correspondence Team Leader (Non – LO – Manager) Job Status: Full Time/Hourly

Department: Servicing Reports to: Loan Administration Manager

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.

POSITION SUMMARY:

The Correspondence Team Leader position exists to supervise the Correspondence team and ensure they have the development, skills, and training they need to complete their job tasks appropriately.

ESSENTIAL FUNCTIONS:

  • Oversees various business operations that are heavily regulated and have a high impact on the business.

    • Customer Correspondence

    • Informational Monthly Statements

    • Management of third-party statement vendor

    • NCP

    • Consumer Complaints

    • Privacy Notices

  • Manages the customer correspondence process and ensuring all turn-around time goals are met.

  • Ensures all turnaround time and accuracy goals are met.

  • Trains new hires and ongoing training of team members.

  • Tracks activity on all team members accurately and efficiently.

  • Ensures qualifying customer correspondence is handled in accordance with all applicable RESPA regulations.

  • Managing and monitoring all activity related to monthly statements, ensuring statements are in accordance with TILA including vendor relations.

  • Maintains vendor management for the Customer Service department.

  • Oversees the completion of all Customer Service department level auditing and monitoring.

  • Processes and responds to all Servicing BBB complaints received.

  • Responds to audit inquiries in a timely and consistent manner.

  • Manages and monitors all activity related to monthly statements, including vendor relations.

  • Provides excellent customer service skills for external and internal customers.

  • Provides training/coaching in a team environment.

  • Promotes company image through professional service and actions.

  • Performs other duties as assigned.

    QUALIFICATIONS:

  • High School Diploma or Equivalent required. Bachelor’s degree in business preferred, but not required.

  • Computer competency with Microsoft Office and typing skills at minimum 25 wpm.

  • Great attention to detail and organizational skills.

  • Ability to multitask in a fast paced environment.

  • Ability to work in a team environment.

    PHYSICAL DEMANDS:

  • 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.

  • 75% 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.

BENEFITS:

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

  • Medical and Dental Plan with Prescription Coverage and Vision

  • Paid Time Off (PTO) days and holidays

  • Tuition Assistance

  • Wellness Programs and On-site workout facility

  • On-site restaurant

  • BONUSES!!!