Call Center Agent (Non – LO – Servicing) Job Status: Part
Servicing Reports to: Call Center Team Leader
Monday – Friday, 10:00 a.m. to 3:00 p.m.
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.
Call Center Agents exist to service non-delinquent active status loans
and provide a world-class customer experience.
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.
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
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
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
Constantly works in an indoor temperature controlled, sealed window