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