Job Details

Title: Call Center Agent (Non – LO – Servicing) Job Status: Part Time/Hourly

Department: Servicing Reports to: Call Center Team Leader

Work Schedule: 24-29 hours per week

Amount of Travel Required: No travel required

Vanderbilt Mortgage and Finance, Inc. was established in 1974 and currently services over 200,000 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're financially strong, with a reputation for leading the industry with unsurpassed products, a broad range of services and a coast-to-coast presence. And we're professionally strong, from entry level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. As a member of our team, we will equip you for success, you'll enjoy excellent benefits, opportunities for growth and an encouraging culture that supports work/life balance.

POSITION SUMMARY:

Call Center Agents exist to service non-delinquent active status loans and provide a world-class customer experience.

ESSENTIAL FUNCTIONS:

  • Attends two-week training class with completion of on-going training courses throughout career.

  • Delivers a world-class customer experience by providing the highest level of customer service on every call.

  • Handles various types of inbound customer service phone calls, including general questions, complaints, website navigation, payments, escrow, claims, PMI and document requests while also maintaining focus on first call resolution.

  • Documents all contacts, verifying customer contact information, reason for call, and resolution.

  • Ensures all Call Center SLAs are met and maintained each month.

  • Assists new hires during training and orientation.

  • Promotes teamwork and overall call center success and works to achieve goals given every month.

  • Promotes company image through professional service and actions.

  • Performs other duties as assigned.

    QUALIFICATIONS:

  • High School Diploma or Equivalent required, college a plus.

  • Computer competency with Microsoft Office and typing skills at minimum 25 wpm.

  • Great attention to detail and organizational skills.

  • Ability to work in a team environment.

  • Experience in a call center environment preferred, but not required.

    PHYSICAL DEMANDS:

  • Must be able to remain in a stationary position 75% of the time.

  • Constantly operate a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer.

  • 75% communication methods completed over the phone. Must be able to exchange accurate information at all times.

  • Ability to identify and assess account status and determine appropriate process.

  • Constantly works in an indoor temperature controlled, sealed window office environment.

BENEFITS:

  • 401(K) includes 100% company match of the first 4%

  • Wellness Programs and On-site workout facility

  • On-site restaurant

  • BONUSES!!!