Bilingual Senior Call Center Agent

Clayton•Greensboro, NC

21h•$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. POSITION TITLE: Senior Call Center Agent (Non – LO – Servicing) JOB STATUS: Full Time/Hourly DEPARTMENT: Call Center REPORTS TO: Call Center Team Lead TRAVEL REQUIRED: As Needed WORK SCHEDULE: Hybrid- 4 days in office- 1 day remote, after training. Pay: The expected hiring range for this position is from $22.43 to $26.39 plus additional bonus opportunity. The stated hiring range is based on experience, qualifications, and other relevant factors. Final compensation decisions will take into account a variety of considerations, including individual skills, internal equity, and organizational needs. JOB SUMMARY: 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. JOB FUNCTIONS: 1. Department Support · 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. 2. Escalated Calls and Requests (Daily) · 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. 3. Administrative & Compliance Functions · 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. 4. Other duties as assigned This job description is not an exhaustive list of all the functions that a team member and other duties may be assigned.

Requirements

Education: High School diploma or equivalent required
Experience: 1-3 years related experience required.
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
Strong understanding of all local, state, and federal laws and regulations (RESPA, FDCPA, TCPA, UDAAP) preferred.
Ability to manage multiple and/or conflicting responsibilities.
Great attention to detail and organizational skills.
Willingness travel to conferences, retreats, training, conferences, and monthly to quarterly travel to remote locations.
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.

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.