Loan Administration Coordinator

Loan Administration Coordinator (Non-LO-No Consumer Contact)

At Vanderbilt Mortgage, we believe homeownership makes lives better. For over 50 years, we've been committed to making homeownership more attainable for families across the country by providing mortgage solutions that unlock the freedom of home. As a national housing lender, we specialize in financing new and pre-owned manufactured and modular homes. With a diverse range of loan products, a reputation for world-class customer service and a coast-to-coast presence, Vanderbilt continues to be a leader in the industry. Our strength is our peoplewhich is why we prioritize investing in our Team Members through opportunities for growth, a healthy work-life balance, and meaningful recognition of their contributions. Whether just starting out or bringing years of experience, Vanderbilt empowers our Team Members with the tools and training to build a successful career and reach their full potential.

Job Summary:

The Loan Administration Coordinator is responsible for completing qualified and non-qualified customer correspondence requests for Loan Servicing, including mail, faxes, and emails. This role is also responsible for processing and monitoring customer insurance loss claims by issuing appropriate disbursements to facilitate repair of Vanderbilt's collateral. The Loan Administration Coordinator reports to the Loan Administrator Team Lead and receives, processes, and completes qualifying and non-qualifying customer correspondence.

Job Functions:

• Receives, processes, and completes qualifying and non-qualifying customer correspondence
• Handles qualified written requests, notices of error, and requests for information as well as non-qualified correspondence in accordance with all applicable RESPA regulations.
• Responds to both internal and external credit disputes by utilizing the E-Oscar platform.
• Performs thorough investigation on all customer claims and makes designation of qualifying or non-qualifying on correspondence received.
• Assists with the completion of correspondence received at non-designated locations.
• Researches all correspondence exceptions to assign loan number and routes to appropriate department.
• Completes all Internal Customer Service requests in a timely and efficient manner.
• Determines most applicable response for correspondence received and ensures response is sent to customer.
• Collaborates with other coordinators to ensure department accuracy and turnaround time goals.
• Conduct a thorough review of customer accounts to provide the best course of action and resolution for customer experience and compliance.
• Apply VMF policies and procedures and adhere to pertinent state and federal guidelines.
• Account management of loans with open insurance loss claims
• Communicates frequently with internal and external customers, contractors, and insurance companies to educate and provide guidance on Vanderbilt claim process to promote an excellent customer experience.
• Conducts a comprehensive review of customer account against disbursement guidelines to determine if claim needs to be monitored.
• Promptly processes insurance claim checks and opening of claim files and disburses funds for ongoing repairs.
• Reviews insurance estimates of loss to determine covered damages.
• Monitors claim activity on all claims and recommends application of funds on inactive claims.
• Administers uncashed and stale-dated check process.
• Promptly notifies leadership of total loss scenarios.
• Partners closely with Mail Processing Center and Default Servicing department to determine proper application of insurance funds in a timely manner.
• Investigates and respond to internal and external credit disputes.
• Researches account information thoroughly and utilizes knowledge of credit reporting processes to determine validity of all credit disputes.
• Communicates any reporting inaccuracies to senior and team leader.
• Corrects inaccurate reporting by submitting updates through E-Oscar.
• Responds to disputes and submits updates through E-Oscar in an accurate, efficient, and timely manner.
• Processes and responds to internal credit requests from internal and external customers.
• Other duties as assigned
• This job description is not an exhaustive list of all the functions that a team member and other duties may be assigned.

Qualifications:

• Education: High School diploma or equivalent required, college preferred.
• Experience: Minimum 1 year; 1-2 years related experience preferred.
• Great organizational skills and attention to detail.
• Ability to communicate effectively and efficiently via phone, email, video conferencing, and person to person.
• High degree of confidentiality and professionalism.
• Comfortable making decisions independently, using discernment.
• Excellent time management skills with ability to multi-task.
• Ability to travel with flexibility in work schedule.
• Self-motivated and able to manage multiple and/or conflicting responsibilities.
• Performance, results-driven individual focused on teamwork with the ability to create/sustain a strong, positive, vibrant culture.

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.
• 30% communication methods completed over the phone.
• Must be able to exchange accurate information at all times.
• Constantly works in an indoor temperature controlled, sealed window office environment.

Benefits:

• Medical and Dental Plan with Prescription Coverage and Vision.
• Competitive benefits including 401(K) includes 100% company match of the first 4%.
• Paid time off days (PTO), maternity/paternity leave, and holidays.
• Community involvement including Volunteer Paid Time Off (VTO).
• Tuition Assistance for your first degree
• Enjoy coming "home" to our brand new, state-of-the-art Home Office equipped with onsite fitness facility with full gym, workout classes, volleyball and basketball courts, ping-pong, disc golf course, and onsite restaurant.
• Wellness programs that focus on emotional, social, spiritual, intellectual, environmental, physical, and financial well-being.
• Collaborative and energetic work environment.
• Professional development and promotional opportunities.
• Competitive bonus programs.

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.