Senior Call Center Agent (Non – LO – Servicing) Job Status: Full Time/Hourly
Servicing Reports to: Call Center Team Leader
Flexible 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.
Senior Call Center Agents exist to assist leading a team of 10-13 Call
Center Agents in taking care of existing customers and ongoing
Works with Call Center Team Leader to supervise a team of Call
Provides excellent customer service skills for external and
Provides training/coaching in a team environment.
Tracks activity of all team members accurately.
Assists with supervisor calls maintaining a first call resolution.
Assists Call Center Support queue.
Monitor and updates ongoing department processes and projects.
Reviews accounts and recorded calls to ensure compliance with
Encourages and motivates team members in achieving their monthly
Responds and resolves customer service issues via telephone, fax
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 multitask in a fast paced environment.
Ability to work in a team environment.
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
401(K) includes 100% company match of the first 4%
Medical and Dental Plan with Prescription Coverage and Vision
Paid Time Off (PTO) days and holidays
Wellness Programs and On-site workout facility