Call Center Agent

Vanderbilt Mortgage • Maryville, TN

13d • Hybrid

About The Position

The Call Center Agent services active, non-delinquent loans and delivers customer service through inbound and outbound phone calls and the VMF website. The role uses mortgage knowledge and effective communication to assist customers with payment processing, escrow, insurance claims, loan payoffs, titling, online account troubleshooting, and related requests. The agent also supports welcome-call and collections teams and helps ensure customer communications and account handling comply with applicable regulations and company policies.

The position is full-time and hourly, with a hybrid schedule of four days in the office and one day remote after training. The schedule is Monday through Thursday, 11 a.m. to 8 p.m., and Friday, 8:30 a.m. to 5:30 p.m. Travel is required as needed. The expected hiring range is $20.39–$23.99 per hour, with additional bonus opportunity.

Responsibilities

• Handle an average of 50–70 inbound phone calls and 10–20 live chats daily.
• Assist customers with mortgage payments, escrow, insurance claims, loan payoffs, titling, online account troubleshooting, and other account questions.
• Enter research requests and complete customer document and email requests.
• Meet department goals for login time, average speed to answer, and call quality.
• Support the Welcome Call team by collecting contact information and explaining payment and online account options to new customers.
• Support Collections by accepting payments and arrangements for accounts less than 30 days delinquent.
• Make outbound follow-up communications to confirm completed requests.
• Reallocate mortgage payment funds.
• Communicate escrow payment changes following non-scheduled adjustments.
• Follow up with customers about incomplete paperwork, auto-draft forms, and similar items.
• Communicate completion of insurance or tax changes as requested by customers.
• Perform Spanish call-backs when requested, if bilingual.
• Apply local, state, and federal regulations to customer communications.
• Review and analyze accounts regularly to ensure compliance with company, state, federal, and CFPB guidelines and consistency with policies and procedures.
• Perform other duties as assigned.

Benefits

• Medical and dental plans with prescription coverage and vision coverage.
• 401(k) with 100% company match on the first 4%.
• Paid time off and holidays.
• Maternity and paternity leave.
• Volunteer paid time off.
• Tuition assistance for a first degree.
• Onsite fitness facility with gym, workout classes, volleyball and basketball courts, ping-pong, and disc golf course.
• Onsite restaurant.
• Wellness programs addressing emotional, social, spiritual, intellectual, environmental, physical, and financial well-being.
• Professional development and promotional opportunities.
• Competitive bonus programs.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed