Senior Call Center Agent

Position Title:  Senior Call Center Agent (Non – LO – Servicing)   

Department:  Call Center                                            Job Status:  Full Time/Hourly ­­­­­­­­­­­­­­­­­­

Reports to:  Call Center Team Lead                          Amount of Travel:  As needed

Pay: The expected hiring range for this position is from $19.75/hour to $23.24/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

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Vanderbilt Mortgage and Finance, Inc. (VMF) was established in 1974 and currently services over 150,000 loans. Our strength as an organization is rooted in the quality of our people and products. We are an equal opportunity employer committed to creating a diverse workforce.  Furthermore, we are financially strong, with a reputation for leading the industry with unsurpassed products, a broad range of services, and a coast-to-coast presence.  We are professionally strong, from entry level to more experienced positions, we are actively recruiting individuals who are passionate, positive, and eager to learn. As a member of our team, we will equip you for success. You will enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work-life balance.

The Senior Call Center Agent assists leadership in leading a team of Call Center Agents and Welcome Call Agents in supporting existing customers and ongoing projects. The Senior Call Center Agent reports to the Call Center Team Lead and is responsible for coaching and developing team members and peers.  This position also supports the department through handling escalations and administrative functions while contributing to the culture of engagement within the Call Center.  

Coaching and Team Member Development:

• Facilitates coaching and training of Call Center Agents and Welcome Call Agents.  

• Facilitates weekly and monthly training workshops for new hires.  

• Conducts side-by-side coaching with new hires, and with agents outside of the training program as needed.  

• Performs call quality reviews and coaching sessions.  

• Tracks activities and performance of team members by monitoring Key Performance Indicators.  

• Monitors team and department chats to educate and support agents in resolving questions.  

• Contributes to the department culture through engagement and development.  

• Continually works on the development of self. 

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.

• Assists customers with ‘Customer in Lobby’ requests, consults with customers in person to resolve concerns and provide information. 

Administrative Functions and Projects:

• 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 department policies and procedures to recommend modifications. 

• Facilitates and attends meetings as required, such as one-on-ones, coaching sessions, team meetings, and monthly training. 

• Meets regularly with department leadership to ensure self-development. 

• Plans and collaborates with team and department leaders to develop engagement activities and build a positive work environment.   

Compliance/Policies and Procedures:

• Demonstrates a strong understanding and strict adherence to all local, state, and federal regulations (RESPA, FDCPA, TCPA, UDAAP) and educates team members on compliance. 

• Demonstrates a strong understanding and strict adherence to all policies and procedures and educated team members on compliance.  

• Collaborates with Call Center Team Leader, Department Manager and Collections Special Projects to modify policies and procedures as needed.  

• Maintains understanding of the federal regulatory items which govern our internal compliance policies.

• Adheres to the laws and regulations provided by local, state, and federal government.

• Ensures compliance with all company, state, federal and CFPB guidelines through regular review and analysis of accounts and ensures policy and procedures are congruent.

• Partners alongside department leadership to develop reporting and audits to ensure compliance.

• Responsible for identifying and escalating risks areas to department manager and helping to identify clarification needs on existing processes and procedures. 

HR/Personnel Functions:

• Conducts job interviews and makes hiring recommendations to Call Center Manager. 

• Consults with Department Leadership to develop and deploy training initiatives.

• Assesses training progress and development of Call Center Agents and consults with Team Lead and Call Center Manager as needed.

• Works with Team Lead to develop and implement Performance Improvement Plans and Performance development plans and strategies. 

• Participates in team member annual Performance Development Conversations. 

• Completes all required company training. 

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.

QUALIFICATIONS:

• High School diploma or equivalent required, college preferred.

• 1-3 years related experience required.

• Requires solid knowledge of loan servicing within the mortgage industry.

• Some travel required to retreats or remote locations on a quarterly basis. 

• Computer competency with Microsoft Office 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.

• Ability to manage multiple and/or conflicting responsibilities.

• Great attention to detail and organizational skills.

• Ability to work in a team environment.

PHYSICAL DEMANDS:

• Must be able to remain in a stationary position 75% of the time.

• Will be constantly operating a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer.

• Will be communicating via phone, Teams, and Zoom.

• Must be able to exchange accurate information at all times.

• Must be able to identify and assess account status and determine appropriate process.

• Will constantly work in a state-of-the-art 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

• Supervisor makes assignments by defining objectives, priorities and deadlines, and assists the team member with unusual situations. The team member plans and carries out successive steps and resolves problems and deviations in accordance with instructions, policies and/or accepted practices. The team member contributes to moderately complex aspects of work. The team member’s work is generally independent and collaborative in nature.

Education: High School diploma or equivalent required, college preferred.

Years of Related Experience: 1-3 years related experience required.

Knowledge, Skills and Abilities (KSAs):  

• Computer competency with Microsoft Office and typing skills at minimum 25 wpm. 
• Must have strong computer skills with ability to navigate Microsoft Office Suite.
• Must travel to conferences, retreats, training, conferences, and monthly to quarterly travel to remote locations.
• Understanding of regulatory compliance requirements
• History of demonstrating mentorship of peers
• Excellent verbal, written, and visual communication skills; willing to provide and receive constructive feedback
• 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
• Proven track record of the ability to connect, collaborate, communicate, and advocate towards a Customer 1st Purpose & Vision
• Excellent organizational skills
• Capable of gathering facts accurately, analyze causes, and evaluate alternate solutions
• Ability to manage multiple and/or conflicting responsibilities
• Must be able to multi-task, work independently and manage time effectively
• Must be professional, thorough, and a resourceful problem solver

• A Berkshire Hathaway Company – an integrity-based organization offering unlimited career growth
• Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Vanderbilt Mortgage and Finance, Inc. provides competitive 401(k) programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.
• Vanderbilt Mortgage and Finance Inc. is a subsidiary of Clayton of which is proud to have earned spots on the following Forbes lists: America’s Best Employers, America’s Best Employers by State, Best Employers for Diversity, Best Employers for Women.
• As part of Vanderbilt Mortgage’s commitment to Opening Doors to a Better Life, VMF is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.
• At VMF, we encourage holistic wellness with physical, nutritional, social, financial, spiritual, and occupational programs available online or in-person for team members.
• Our newly renovated Home Office campus offers an onsite restaurant, onsite fitness facility with full gym, in-person and virtual workout classes, yoga/barre studio, volleyball, and basketball courts, walking paths, and a disc golf course.

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