Call Center Agent
Read straight from Vanderbilt Mortgage's careers page, verified 2d ago.Seekless can tailor your résumé to it.
Seekless can write your résumé for this posting first.
Before you apply
Salary$20 – $24/hr
LocationMaryville, TN
Work modehybrid
Typefull-time
SeniorityEntry
DepartmentCall Center
Company size7+ people
PostedOct 28, 2026 · 1w ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
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 questions relating to escrow, insurance claims, loan payoffs, titling, trouble shooting for customers with their online VMF account
Inputs research requests, completes document and email requests from customers
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 teams by taking under 30-day delinquency payments and arrangements
Completes outbound follow-up communications when requested to provide customers with confirmation of completed requests
Completes re-allocation of mortgage payment funds
Communicates escrow payment changes after non-scheduled adjustments
Follows-up with customers on incomplete paperwork, auto-draft forms
Communicates completion of insurance or tax changes as requested by customer
Applies understanding of all local, state, and federal regulations to customer communications
Ensures compliance with all company, state, federal and CFPB guidelines through regular review and analysis of accounts and ensures policy and procedures are congruent
If bilingual, performs Spanish call-backs as requested
Benefits
Health insurance
Dental insurance
Vision insurance
401(k)
Paid time off
Maternity leave
Paternity leave
Tuition assistance
Wellness programs
Volunteer time off
Gym membership
Professional development
About the company
At Vanderbilt Mortgage, we believe homeownership makes lives better. For over 50 years, we’ve been committed to making homeownership 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.
About the role
POSITION TITLE: Call Center Agent
JOB STATUS: Full Time/Hourly
DEPARTMENT: Call Center
REPORTS TO: Team Lead
TRAVEL REQUIRED: As Needed
WORK SCHEDULE:
•
Hybrid – 4 days in-office, 1 day remote after training
•
Monday – Thursday 11am – 8pm, Friday 8:30-5:30pm
PAY: The expected hiring range for this position is from $20.39 to $23.99/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.
JOB SUMMARY:
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.
JOB FUNCTIONS:
Inbound Customer Service
•
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 questions relating to escrow, insurance claims, loan payoffs, titling, trouble shooting for customers with their online VMF account, etc.
•
Inputs research requests, completes document and email requests from customers.
•
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 teams by taking under 30-day delinquency payments and arrangements.
Outbound Customer Service
•
Completes outbound follow-up communications when requested to provide customers with confirmation of completed requests.
•
Completes re-allocation of 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.
Administrative & Compliance Functions
•
Applies understanding of all local, state, and federal regulations to customer communications.
•
Ensures compliance with all company, state, federal and CFPB guidelines through regular review and analysis of accounts and ensures policy and procedures are congruent.
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.
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.
Legal
Vanderbilt Mortgage and Finance, Inc. is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Privacy Policy
Business Unit -
Vanderbilt Mortgage
More roles at Vanderbilt Mortgage