Bilingual Call Center Agent

Vanderbilt Mortgage and Finance, Inc. is a national housing lender committed to making homeownership more attainable. The Bilingual Call Center Agent is responsible for providing world-class customer service through inbound and outbound phone calls, assisting customers with their mortgage needs.

Responsibilities

• Handles an average of 50-70 inbound phone calls daily
• Handles an average of 10-20 Live Chats
• Assists customers in applying mortgage payments, answering questions relating to escrow, insurance claims, loan payoffs, titling, trouble shooting for customers with their online VMF account, etc
• Inputs research requests, completes document and email requests from customers
• Meets department goals for log-in time, average speed to answer, and call quality
• Assists the Welcome Call team by collecting contact information and educating new customers on payments and online account offerings
• Assists the Collections teams by taking under 30-day delinquency payments and arrangements
• 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
• If bilingual, performs Spanish call-backs as requested
• 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

Skills

• High School diploma or equivalent required
• 0 – 1 year of related experience
• MUST be Bilingual in both Spanish and English
• 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
• Experience in a call center environment preferred, but not required
• Knowledge of loan servicing within the mortgage industry preferred, but not required

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.

Company Overview