Bilingual Call Center Agent

Vanderbilt Mortgage•Maryville, TN

6d•$22 - $26•Hybrid

About The Position

At Vanderbilt Mortgage, we believe homeownership makes lives better. For over 50 years, we’ve been committed to making homeownership more attainable for families across the country by providing mortgage solutions that unlock the freedom of home. As a national housing lender, we specialize in financing new and pre-owned manufactured and modular homes. With a diverse range of loan products, a reputation for world-class customer service and a coast-to-coast presence, Vanderbilt continues to be a leader in the industry. Our strength is our people—which is why we prioritize investing in our Team Members through opportunities for growth, a healthy work-life balance, and meaningful recognition of their contributions. Whether just starting out or bringing years of experience, Vanderbilt empowers our Team Members with the tools and training to build a successful career and reach their full potential. The Bilingual Call Center Agent position exists to service non-delinquent active status loans and provide a world-class customer experience through phone calls and the Vanderbilt Mortgage website.

Requirements

Fluent in English and Spanish.
A High School Diploma or Equivalent required, college a plus.
Experience in a call center environment preferred but not required.
Computer competency with Microsoft Office and typing skills at minimum 25 wpm.
Must be passionate about providing a world-class customer experience.
Great attention to detail and organizational skills.
Excellent telephone, communication, follow-up, and problem-solving skills.

Responsibilities

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.

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.