Bilingual Senior Call Center Agent (Greensboro)

Vanderbilt Mortgage•Greensboro, NC

23h•Hybrid

About The Position

The Intermediate Call Center Agent supports leadership and the team of Call Center Agents and Welcome Call Agents in delivering excellent customer service to existing customers. The Intermediate Call Center Agent reports to the Call Center Team Lead and mentors team members on daily and/or routine tasks. This role supports the department through handling escalations, projects, and administrative functions while contributing positively to the culture of engagement within the Call Center.

Requirements

High School diploma or equivalent required
1-3 years related experience required.
Must be fluent in English and Spanish.
Requires solid knowledge of loan servicing within the mortgage industry.
Computer competency with Microsoft Office suite and typing skills at minimum 25 wpm.
Ability to communicate effectively and efficiently via phone, email, and person to person.
Capability of gathering facts accurately, analyzing causes, evaluating alternate solutions, and arriving at sound conclusions on action to be taken.
Strong interpersonal skills with the ability to work internally across all teams as well as externally with partners and vendors
Skilled at building and fostering relationships
Detail-oriented with the ability to function well in a fast-paced environment
Ability to manage multiple and/or conflicting responsibilities.
Great attention to detail and organizational skills.
Must be able to multi-task, work independently and manage time effectively
Must be professional, thorough, and a resourceful problem solver
Ability to work in a team environment.

Nice To Haves

Strong understanding of all local, state, and federal laws and regulations (RESPA, FDCPA, TCPA, UDAAP) preferred.
Willingness travel to conferences, retreats, training, conferences, and monthly to quarterly travel to remote locations.

Responsibilities

Assists team lead with coaching and training on routine tasks and common customer service issues experienced by Call Center Agents and Welcome Call Agents; may work one-on-one with new Agents in a coaching capacity.
Facilitates weekly and monthly task and customer training workshops for new hires in absence of team lead.
Performs call quality reviews and service audits as requested by leadership to gather information used to improve agent performance and customer satisfaction.
Tracks activities and performance of team members by monitoring Key Performance Indicators as assigned by leadership.
Monitors team and department chats to educate and support agents in resolving questions; shares complex issues or questions on chats with team lead.
Monitors department escalation chats and provide customers with necessary information and seeks resolutions and de-escalation of accounts.
Responds to customer requests to email documents.
Analyzes loan level information to provide solutions and troubleshoot customer complaints.
Assists Call Center Agents in troubleshooting problems with technology and applications.
Monitors daily, weekly, and monthly average speed to answer, call quality, log in times, customer hold and talk times to assess team performance, identify audit opportunities, and guide training initiatives.
Monitors daily phone reports and compliance reporting.
Performs Call Reviews and Account Audits to ensure adherence to all policies, procedures, and state and federal guidelines.
Reviews job aids and internal policies and procedures to recommend modifications.
Ensures compliance with all company, state, federal and CFPB guidelines through regular review and analysis of accounts and ensures policy and procedures are congruent.
Assists leadership in developing reporting and audits to ensure compliance.
Identifies and escalates risk areas to department manager and helps clarify needs on existing processes and procedures.
Plans and collaborates with team and department leaders to develop engagement activities.
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.