Hybrid Mortgage Call Center Agent

Vanderbilt Mortgage and Finance, Inc; Maryville (TN); Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Medical & Dental

Vision

401(k) with company match

Paid time off

Volunteer PTO

Tuition assistance

onsite fitness facility

Wellness programs

Career development

Job summary

Vanderbilt Mortgage and Finance, Inc. is recruiting a Call Center Agent to service non-delinquent loans via inbound/outbound calls and online channels. You will provide world-class customer experience, guided by mortgage knowledge and strong communication with customers.

The role reports to the Call Center Team Lead and requires flexibility for hybrid in-office and remote work after training, with a schedule including evenings and weekends as needed.

Qualifications

• Inbound call center experience preferred.

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.

Job description

Vanderbilt Mortgage and Finance, Inc. is recruiting a Call Center Agent to service non-delinquent loans via inbound/outbound calls and online channels. You will provide world-class customer experience, guided by mortgage knowledge and strong communication with customers.

The role reports to the Call Center Team Lead and requires flexibility for hybrid in-office and remote work after training, with a schedule including evenings and weekends as needed.