Call Center Agent

Job Summary

The 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 customers.

Job Functions

• Inbound Customer Service (Daily)
  • Handles an average of 50-70 inbound phone calls daily.
  • Handles an average of 10-20 Live Chats.
  • Affords assistance to customers in applying mortgage payments, answering questions relating to escrow, insurance claims, loan payoffs, titling, troubleshooting for customers with their online VMF account, etc.
  • Inputs research requests, completes document and email requests from customers.
  • Maintains department goals for log-in time, average speed to answer, and call quality.
  • Affords assistance to the Welcome Call team by collecting contact information and educating new customers on payments and online account offerings.
  • Affords assistance to the Collections teams by taking under 30-day delinquency payments and arrangements.
• Outbound Customer Service (Daily)
  • Completes outbound follow-up communications when requested to provide customers with confirmation of completed requests.
  • Completes re-allocation of mortgage payment funds.
  • Communicates escrow payment changes after non-scheduled adjustments.
  • Follows-up with customers on incomplete paperwork, auto-draft forms, etc.
  • Communicates completion of insurance or tax changes as requested by customer.
• Administrative & Compliance Functions
  • Applies understanding of all local, state, and federal regulations to customer communications.
  • Ensures compliance with all company, state, federal and CFPB guidelines through regular review and analysis of accounts and ensures policy and procedures are congruent.

Qualifications

• Education: High School diploma or equivalent required.
• Experience: 0 – 1 year of related experience.
• Experience in a call center environment preferred, but not required.
• Knowledge of loan servicing within the mortgage industry preferred, but not required.
• Some travel required to retreats or remote locations on a quarterly basis.
• Computer competency with Microsoft Office and 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.
• Skilled at building and fostering relationships.
• 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.

Physical Demands

• 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.

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.

About the Role

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.