Vanderbilt Mortgage
Financial Services
CallCenterAgent
“Call Center Agent at Vanderbilt Mortgage. Skills: Customer service, Loan payments. Handle inbound phone calls. Handle Live Chats”
What You'll Achieve.
Meet department goals
Industry & Context.
Problem solving
Some travel required, Remain stationary 90% of the time, Operating computer and office machinery, Communicating via phone, Teams, and Zoom, Exchange accurate information, Identify and assess account status, Determine appropriate process
What They're Looking For.
Must Have
High school diploma or equivalent, 0 – 1 year of related experience, Computer competency with Microsoft Office, Typing skills at minimum 25 wpm, Ability to communicate effectively and efficiently via phone, email, and person to person, Must be able to multi-task, work independently and manage time effectively, Must be professional, thorough, and a resourceful problem solver, Great attention to detail and organizational skills, Must have excellent telephone, communication, follow-up, and problem-solving skills
Nice to Have
Experience in a call center environment, Knowledge of loan servicing within the mortgage industry, Bilingual in both English and Spanish
What You'll Do.
Handle inbound phone calls
Assist customers in applying mortgage payments
Answer questions relating to escrow
Answer questions relating to insurance claims
Answer questions relating to loan payoffs
Answer questions relating to titling
Troubleshoot customer online VMF account issues
Input research requests
Complete document requests from customers
Complete email requests from customers
Meet department goals for log-in time
Meet department goals for average speed to answer
Meet department goals for call quality
Assist Welcome Call team by collecting contact information
Educate new customers on payments
Educate new customers on online account offerings
Take under 30-day delinquency payments
Take under 30-day delinquency arrangements
Complete outbound follow-up communications
Re-allocate mortgage payment funds
Communicate escrow payment changes
Follow-up with customers on incomplete paperwork
Follow-up with customers on auto-draft forms
Communicate completion of insurance changes
Communicate completion of tax changes
Perform Spanish call-backs
Apply understanding of local regulations to customer communications
Apply understanding of state regulations to customer communications
Apply understanding of federal regulations to customer communications
Ensure compliance with company guidelines
Ensure compliance with state guidelines
Ensure compliance with federal guidelines
Ensure compliance with CFPB guidelines
Ensure policy and procedures are congruent
How You'll Work.
Team & Collaboration
Welcome Call team; Collections teams
Communication Scope
Telephone; Email; Person to person
Applying for this Call Center Agent role?
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