Title: Senior Call Center Agent (Non – LO – Servicing) Job Status: Full Time/Hourly

Department: Customer Service Reports to: Call Center Team Leader

Amount of Travel Required: None

Vanderbilt Mortgage and Finance, Inc. was established in 1974 and currently services over 200,000 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're financially strong, with a reputation for leading the industry with unsurpassed products, a broad range of services and a coast-to-coast presence. And we're professionally strong, from entry level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. As a member of our team, we will equip you for success, you'll enjoy excellent benefits, opportunities for growth and an encouraging culture that supports work/life balance.

POSITION SUMMARY:

The Senior Call Center Agent position exists to assist leading a team of Call Center Agents in taking care of existing customers and ongoing projects.

ESSENTIAL FUNCTIONS:

• Provides excellent customer service skills for external and internal customers.

• Provides training/coaching in a team environment.

• Tracks activity of all team members accurately through Key Performance Indicators (KPI).

• Assists with supervisor calls maintaining a first call resolution.

• Assists Call Center Support queue.

• Monitors and updates ongoing department processes and projects.

• Reviews accounts and recorded calls to ensure compliance with company guidelines.

• Encourages and motivates team members in achieving their monthly goals.

• Responds and resolves customer service issues via telephone, fax and email.

• Promotes company image through professional service and actions.

• Performs other duties as assigned.

QUALIFICATIONS:

• High School Diploma or Equivalent required, college degree is a plus.

• Computer competency with Microsoft Office and typing skills at minimum 25 wpm.

• Great attention to detail and organizational skills.

• Ability to multitask in a fast-paced environment.

• Possess problem solving skills and leadership skills.

• Ability to work in a team environment.

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

• 401(K) includes 100% company match of the first 4%

• Paid time off days (PTO), paternal leave, and holidays

• Enjoy coming “home” to our brand new, state-of-the-art Home Office

• Robust wellness programs, on-site workout facility, and restaurant

• Tuition Assistance for your first degree!

• Work-life balance

• Community involvement including Volunteer Paid Time Off (VTO)

• Collaborative and energetic work environment

• Professional development and promotion opportunities

• Generous BONUSES!!!