Call Center Agent; Greensboro

At Vanderbilt Mortgage, we believe home ownership makes lives better. For over 50 years, we’ve been committed to making home ownership 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.

Call Center Agent (Greensboro) (Non – LO – Servicing)

Full Time/Hourly

Call Center

Team Lead

As Needed

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

The expected hiring range for this position is from $20.39 - $23.99/hour plus additional bonus opportunity. Final compensation decisions will be based on experience, qualifications, and other relevant factors.

The Call Center Agent is responsible for servicing non‑delinquent, active status loans and providing a world‑class customer experience through inbound and outbound phone calls and the VMF website. This role reports to the Call Center Team Lead and leverages mortgage knowledge with the ability to communicate effectively and efficiently with customers.

• Handles an average of 50‑70 inbound phone calls daily.
• Handles an average of 10‑20 live chats.
• Assists customers in applying mortgage payments, answering escrow, insurance claims, loan payoffs, titling, troubleshooting online VMF account issues.
• Inputs research requests and completes document and email requests.
• Meets department goals for log‑in time, average speed to answer, and call quality.
• Assists the Welcome Call team by collecting contact information and educating new customers on payments and online account offerings.
• Assists the Collections team by taking under‑30‑day delinquency payments and arrangements.

• Completes outbound follow‑up communications to confirm completed requests.
• Re‑allocates mortgage payment funds.
• Communicates escrow payment changes after non‑scheduled adjustments.
• Follows up with customers on incomplete paperwork, auto‑draft forms, etc.
• Communicates completion of insurance or tax changes as requested by customer.
• If bilingual, performs Spanish call‑backs as requested.

• Applies knowledge of local, state, and federal regulations to customer communications.
• Ensures compliance with company, state, federal and CFPB guidelines through regular review and analysis of accounts.

Other duties may be assigned as needed.

• Education:
  
  High School diploma or equivalent required.
• Experience:
  
  0 – 1 year of related experience.
• Experience in a call center environment preferred, but not required.
• Knowledge of loan servicing within the mortgage industry preferred, but not required.
• 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 in person.
• Passionate about providing a world‑class customer experience.
• Skilled at building and fostering relationships.
• Multi‑task, work independently, and manage time effectively.
• Professional, thorough, and a resourceful problem solver.
• Great attention to detail and organizational skills.
• Excellent telephone, communication, follow‑up, and problem‑solving skills.
• Bilingual in English and Spanish is a plus.

• Must be able to remain in a stationary position 90% of the time.
• Constantly operate a computer and other office productivity machinery.
• Communicate via phone, Teams, and Zoom.
• Exchange accurate information at all…