Call Center Agent

Clayton • Maryville, TN

3d • $20 - $24 • Hybrid

About The Position

The Call Center Agent services non-delinquent, active-status loans and provides a high-quality customer experience through inbound and outbound phone calls and the Vanderbilt Mortgage and Finance (VMF) website. The position uses mortgage knowledge and effective communication to assist customers. The schedule is hybrid, with four days in the office and one remote day after training. Travel is required as needed. Compensation is hourly, with an expected hiring range of $20.39 to $23.99 per hour, plus an additional bonus opportunity. Final compensation depends on experience, qualifications, skills, internal equity, and organizational needs.

Requirements

• Ability to communicate effectively and efficiently with customers.
• Mortgage knowledge.
• Bilingual Spanish ability is needed to perform Spanish callbacks when requested.

Responsibilities

• Handle an average of 50–70 inbound phone calls and 10–20 live chats daily.
• Assist customers with mortgage payments, escrow questions, insurance claims, loan payoffs, titling, and troubleshooting online VMF accounts.
• 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 educating new customers about payments and online account options.
• Support Collections by taking payments and making arrangements for accounts less than 30 days delinquent.
• Complete requested outbound follow-ups to confirm customer requests have been completed.
• 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 callbacks 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 alignment with policies and procedures.
• Perform other duties as assigned.

Benefits

• Medical and dental plans with prescription coverage and vision.
• 401(k) with a 100% company match on the first 4%.
• Paid time off, maternity and paternity leave, and holidays.
• Paid volunteer time off.
• Tuition assistance for a first degree.
• Onsite fitness facility with gym, workout classes, volleyball and basketball courts, ping-pong, disc golf course, and restaurant.
• Wellness programs focused on 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