Vanderbilt Mortgage and Finance, Inc. is dedicated to making homeownership more attainable for families across the country. The Bilingual Call Center Agent role focuses on servicing non-delinquent active status loans and providing exceptional customer service through phone calls and the company's website.
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
Skills
- Fluent in English and Spanish
- A High School Diploma or Equivalent required, college a plus
- 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
- Experience in a call center environment preferred but not required
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.
Company Overview
- At Vanderbilt Mortgage, we believe homeownership makes lives better. It was founded in 1974, and is headquartered in Maryville, Tennessee, USA, with a workforce of 1001-5000 employees. Its website is https://www.vmf.com.