Vanderbilt Mortgage
Mortgage
CallCenterAgent
Neural analysis suggests this role is
optimal for Entry candidates.
“Call Center Agent at Vanderbilt Mortgage. Skills: Customer experience, Communication, Problem-solving. Servicing non-delinquent, active status loans. Providing a world-class customer experience through inbound and outbound phone calls and the VMF website”
What You'll Achieve.
Meets department goals for log-in time, average speed to answer, and call quality
Industry & Context.
Resourceful problem solver; Excellent problem-solving skills
Some travel required to retreats or remote locations on a quarterly basis, Must be able to remain in a stationary position 90% of the time, Will be constantly operating a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer, Will be communicating via phone, Teams, and Zoom, Must be able to exchange accurate information at all times, Must be able to identify and assess account status and determine appropriate process, Will constantly work in a state-of-the-art indoor temperature controlled, sealed window office environment
What They're Looking For.
Must Have
High School diploma or equivalent required, 0 – 1 year of 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 passionate about providing a world-class customer experience, 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, Must be able to remain in a stationary position 90% of the time, Will be constantly operating a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer, Will be communicating via phone, Teams, and Zoom, Must be able to exchange accurate information at all times, Must be able to identify and assess account status and determine appropriate process, Will constantly work in a state-of-the-art indoor temperature controlled, sealed window office environment
Nice to Have
Experience in a call center environment preferred, but not required, Knowledge of loan servicing within the mortgage industry preferred, but not required, Bilingual in both English and Spanish a plus
What You'll Do.
Servicing non-delinquent
Providing a world-class customer experience through inbound and outbound phone calls and the VMF website
Assisting customers in applying mortgage payments
answering questions relating to escrow
trouble shooting for customers with their online VMF account
Inputting research requests
completing document and email requests from customers
Meeting department goals for log-in time
average speed to answer
Assisting the Welcome Call team by collecting contact information and educating new customers on payments and online account offerings
Assisting the Collections teams by taking under 30-day delinquency payments and arrangements
Completing outbound follow-up communications when requested to provide customers with confirmation of completed requests
Completing re-allocation of mortgage payment funds
Communicating escrow payment changes after non-scheduled adjustments
Following-up with customers on incomplete paperwork
Communicating completion of insurance or tax changes as requested by customer
Performing Spanish call-backs as requested (if bilingual)
Applying understanding of all local
and federal regulations to customer communications
Ensuring compliance with all company
federal and CFPB guidelines through regular review and analysis of accounts and ensures policy and procedures are congruent
How You'll Work.
Communication Scope
Ability to communicate effectively and efficiently via phone, email, and person to person; Excellent telephone, communication, follow-up, and problem-solving skills
Full Job Description
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 people—which 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. **_POSITION TITLE:_**__ Call Center Agent (Non – LO – Servicing) ** _JOB STATUS:_**__ Full Time/Hourly ** _DEPARTMENT:_**__ Call Center ** _REPORTS TO:_** Team Lead ** _TRAVEL REQUIRED:_ **As Needed ** _WORK SCHEDULE:_ ** * **Hybrid** – 4 days in-office, 1 day remote after training * **Monday – Thursday** 11am – 8pm,**Friday** 8:30-5:30pm ** _PAY:_**_The expected hiring range for this position is from $20.39 to $23.99 plus additional bonus opportunity. The stated hiring range is based on experience, qualifications, and other relevant factors. Final compensation decisions will take into account a variety of considerations, including individual skills, internal equity, and organizational needs_ ** _JOB SUMMARY:_ ** _The Bilingual Call Center Agent is responsible for servicing non-delinquent, active status loans and providing a world-class customer experience through inbound and outbound phone calls and the VMF website. This role reports to the Call Center Team Lead and leverages mortgage knowledge with the ability to communicate effectively and efficiently with c
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