Bilingual Call Center Agent
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