Bilingual Call Center Agent

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: Bilingual Call Center Agent (Non – LO – Servicing)

JOB STATUS: Full Time/Hourly

DEPARTMENT: Call Center

REPORTS TO: Team Lead

TRAVEL REQUIRED: As Needed

Work Schedule

• Hybrid – 4 days in-office, 1 day remote after training
  
  

Compensation Details

• The expected hiring range for this position is from $19.75/hour to $21.00/hour 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 Bilingual Call Center Agent position exists to service non-delinquent active status loans and provide a world-class customer experience through phone calls and the Vanderbilt Mortgage website.

Job Functions

• 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.
  
  

Qualifications

• Fluent in English and Spanish.
• A High School Diploma or Equivalent required, college a plus.
• Experience in a call center environment preferred but not required.
• 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.
  
  

Physical Demands

• Must be able to remain in a stationary position 75% of the time.
• Constantly operate a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer.
• 75% communication methods completed over the phone. Must be able to exchange accurate information at all times.
• Ability to identify and assess account status and determine appropriate process.
• Constantly works in an indoor temperature controlled, sealed window office environment
  
  

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.
  
  

Vanderbilt Mortgage and Finance, Inc. is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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