Bilingual Senior Call Center Agent - El Paso

400 Vanderbilt Mortgage and Finance; El Paso (TX); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company in the mortgage industry is seeking a Senior Call Center Agent to facilitate training and coaching of agents. This fully remote role requires strong communication skills and knowledge of loan servicing. The position offers competitive pay, benefits, and opportunities for professional development.

Benefits

Medical and Dental Plan

401(K) with company match

Paid time off days (PTO)

Tuition Assistance for your first degree

Onsite fitness facility

Qualifications

• 1-3 years related experience required.
• Requires solid knowledge of loan servicing within the mortgage industry.
• Computer competency with Microsoft Office and typing skills at minimum 25 wpm.

Responsibilities

• Facilitates coaching and training of Call Center Agents.
• Conducts call quality reviews and coaching sessions.
• Tracks activities and performance of team members.

Skills

Communication

Attention to detail

Analytical skills

Teamwork

Education

High School diploma or equivalent

College preferred

Tools

Microsoft Office

Job description

Position Title : Senior Call Center Agent (Non – LO – Servicing)

Department : Call Center

Job Status : Full Time / Hourly

Reports to : Call Center Team Lead

Amount of Travel : As Needed

Schedule : Remote – Fully remote, no in-office requirement

2-week mandatory IN OFFICE training at our Maryville, TN Home Office, expenses reimbursed

Pay : The expected hiring range for this position is from $21.73 / hour to $25.56 / hour 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.

Vanderbilt Mortgage and Finance, Inc. (VMF) was established in 1974 and currently services over 150,000 loans. Our strength as an organization is rooted in the quality of our people and products. We are an equal opportunity employer committed to creating a diverse workforce. Furthermore, we are financially strong, with a reputation for leading the industry with unsurpassed products, a broad range of services, and a coast-to-coast presence. We are professionally strong, from entry level to more experienced positions, we are actively recruiting individuals who are passionate, positive, and eager to learn. As a member of our team, we will equip you for success. You will enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work-life balance.

JOB SUMMARY

JOB FUNCTIONS

• Facilitates coaching and training of Call Center Agents and Welcome Call Agents.
• Facilitates weekly and monthly training workshops for new hires.
• Conducts side-by-side coaching with new hires, and with agents outside of the training program as needed.
• Performs call quality reviews and coaching sessions.
• Tracks activities and performance of team members by monitoring Key Performance Indicators.
• Monitors team and department chats to educate and support agents in resolving questions.
• Contributes to the department culture through engagement and development.
• Continually works on the development of self.
• Monitors department escalation chats and provide customers with necessary information and seeks resolutions and de-escalation of accounts.
• Responds to customer requests to email documents.
• Analyzes loan level information to provide solutions and troubleshoot customer complaints.
• Assists Call Center Agents in troubleshooting problems with technology and applications.
• Assists customers with ‘Customer in Lobby’ requests, consults with customers in person to resolve concerns and provide information.
• Monitors daily, weekly, and monthly average speed to answer, call quality, log in times, customer hold and talk times to assess team performance, identify audit opportunities, and guide training initiatives.
• Monitors daily phone reports and compliance reporting.
• Performs Call Reviews and Account Audits to ensure adherence to all policies, procedures, and state and federal guidelines.
• Reviews job aids and department policies and procedures to recommend modifications.
• Facilitates and attends meetings as required, such as one-on-ones, coaching sessions, team meetings, and monthly training.
• Meets regularly with department leadership to ensure self-development.
• Plans and collaborates with team and department leaders to develop engagement activities and build a positive work environment.
• Demonstrates a strong understanding and strict adherence to all local, state, and federal regulations (RESPA, FDCPA, TCPA, UDAAP) and educates team members on compliance.
• Demonstrates a strong understanding and strict adherence to all policies and procedures and educated team members on compliance.
• Collaborates with Call Center Team Leader, Department Manager and Collections Special Projects to modify policies and procedures as needed.
• Maintains understanding of the federal regulatory items which govern our internal compliance policies.
• Adheres to the laws and regulations provided by local, state, and federal government.
• Ensures compliance with all company, state, federal and CFPB guidelines through regular review and analysis of accounts and ensures policy and procedures are congruent.
• Partners alongside department leadership to develop reporting and audits to ensure compliance.
• Responsible for identifying and escalating risks areas to department manager and helping to identify clarification needs on existing processes and procedures.
• Conducts job interviews and makes hiring recommendations to Call Center Manager.
• Consults with Department Leadership to develop and deploy training initiatives.
• Assesses training progress and development of Call Center Agents and consults with Team Lead and Call Center Manager as needed.
• Works with Team Lead to develop and implement Performance Improvement Plans and Performance development plans and strategies.
• Participates in team member annual Performance Development Conversations.
• Completes all required company training.

This job description is not an exhaustive list of all the functions that a team member and other duties may be assigned.

QUALIFICATIONS :

• High School diploma or equivalent required, college preferred.
• 1-3 years related experience required.
• Requires solid knowledge of loan servicing within the mortgage industry.
• 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.
• Capability of gathering facts accurately, analyzing causes, evaluating alternate solutions, and arriving at sound conclusions on action to be taken.
• Ability to manage multiple and / or conflicting responsibilities.
• Great attention to detail and organizational skills.
• Ability to work in a team environment.

PHYSICAL DEMANDS :

• Must be able to remain in a stationary position 75% 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

Here are some more reasons to choose Vanderbilt Mortgage!