Bilingual Senior 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.

Senior Call Center Agent (Non – LO – Servicing)

Full Time/Hourly

Call Center

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 $22.43 to $26.39 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.

The Intermediate Call Center Agent supports leadership and the team of Call Center Agents and Welcome Call Agents in delivering excellent customer service to existing customers. The Intermediate Call Center Agent reports to the Call Center Team Lead and mentors team members on daily and/or routine tasks. This role supports the department through handling escalations, projects, and administrative functions while contributing positively to the culture of engagement within the Call Center.

• Department Support
• Assists team lead with coaching and training on routine tasks and common customer service issues experienced by Call Center Agents and Welcome Call Agents; may work one-on-one with new Agents in a coaching capacity.
• Facilitates weekly and monthly task and customer training workshops for new hires in absence of team lead.
• Performs call quality reviews and service audits as requested by leadership to gather information used to improve agent performance and customer satisfaction.
• Tracks activities and performance of team members by monitoring Key Performance Indicators as assigned by leadership.
• Monitors team and department chats to educate and support agents in resolving questions; shares complex issues or questions on chats with team lead.
• 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.
• Administrative & Compliance Functions
• 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 internal policies and procedures to recommend modifications.
• Ensures compliance with all company, state, federal and CFPB guidelines through regular review and analysis of accounts and ensures policy and procedures are congruent.
• Assists leadership in developing reporting and audits to ensure compliance.
• Identifies and escalates risk areas to department manager and helps clarify needs on existing processes and procedures.
• Plans and collaborates with team and department leaders to develop engagement activities.
• Other duties as assigned

• Education:…