Position Title: Call Center Team Lead (Non – LO – Manager) Department: Call Center Job Status: Full Time/Salary Reports to: Call Center Manager Amount of Travel: As needed Vanderbilt Mortgage and Finance, Inc. (VMF) was established in 1974 and currently services over 150,000 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. JOB SUMMARY The Call Center Team Lead is responsible for leading various roles within the Call Center in support of existing customers and ongoing projects, providing a world class customer experience. The Call Center Team Lead reports to the Call Center Manager and determines operational goals of the department, process improvements, developing, and executing staffing strategies and solutions. This position also contributes to building company culture reflective of the company’s values and embodying strict compliance with all regulations and company policies. JOB FUNCTIONS Leading Team Leads and develops a team of Call Center Agents and Senior Call Center Agents by providing regular coaching, training, and support to team members. Supports the Department Manager by communicating out to their team all department and company initiatives, culture, policy and process changes, and training needs. Ensures team members have the necessary tools to achieve monthly performance goals and helps identify adequate staffing and coverage needs to support call volume and customers. Ensures effective and adequate training for all new hires is complete within a reasonable time frame. Collaborates with Department Manager to recommend performance goals. Leads regular meetings with Call Center Agents, Welcome Call Agents, and Call Center Seniors to help counsel and develop professional skills to help them excel in their career. Motivates team members daily to provide world class customer service on every call. Supervises the onboarding of all new hires in the department. Supervises the productivity of each team member in the department daily. Resolves customer issues and concerns on escalated calls. Reviews and recommends solutions for department and customer issues to department manager that are escalated. Continually works on the development of self. HR/Personnel Responsibilities Mentors peers as well as other team members throughout the company. Assists in the Call Center support queue to help coach agents through unresolved issues. Monitors all departmental and team chats to provide in the moment coaching to agents. Approves all paid time off for team members. Leads interviews for potential candidates in the call center, for internal and external hires, makes hiring recommendations to department manager. Performs all stay interviews as well as exit interviews for all Call Center Agents and Welcome Call Agents. Collaborates with Department Manager and Training on topics needed for monthly departmental training. Conducts workshop training as needed for agents and seniors for further training. Performs annual Performance Development Reviews with all Welcome Call Agents, Call Center Agents and Call Center Seniors. Compliance/Policies and Procedures Trains team members on and ensures strict adherence to all applicable local, state, and federal guidelines and company policies and procedures. Demonstrates and adheres to all company policies while also ensuring the department is abiding by these policies. Demonstrates accurate knowledge and strict application to all state and federal guidelines including RESPA (Real Estate Settlement Procedures Act), CFPB (Consumer Financial Protection Bureau), and TCPA (Telephone Consumer Protection Act). Collaborates with Call Center Manager and Collections Special Projects to modify policies and procedures as needed. Maintains understanding of the federal regulatory items which govern our internal compliance policies. Adheres to the laws and regulations provided by local, state, and federal government. Ensures compliance with all company, state, federal and CFPB guidelines through regular review and analysis of accounts and ensures policy and procedures are congruent. Partners alongside department leadership to develop reporting and audits to ensure compliance. Responsible for identifying and escalating risks areas to department manager and helping to identify clarification needs on existing processes and procedures. Approval/Sign Offs/Decision Making Exhibits high level of judgment and discretion. Reviews all company, state, federal and CFPB guidelines in support of all customer service activities. Collaborates with peers on decisions and problems that span multiple departments for resolutions. Escalates decisions to proper member of the leadership team as necessary. Creates ROIs to evaluate new technology solutions and their usefulness in the organization. Great attention to detail and organizational skills. Ability to work in a team environment. Strategy, Planning and Relationship Building Analyzes reports daily to ensure the Call Center meets all Key Performance Metrics (KPIs). Audits loans and calls to ensure team members are adhering to all applicable local, state, and federal guidelines as well as all company policies. Researches and resolves customer service issues via telephone and email by utilizing various communication strategies. Monitors and supervises call volume throughout the day to ensure customers are being taken care of in a timely manner. Performs follow-ups with customers after any loan level review or research is conducted on a loan. Monitors internal support and escalation phone queues to help customers and resolve questions promptly. Resolves any loan level concerns with customers that come into the office. Troubleshoots with customers to ensure they can log into their online account and access all information. Collaborates and participates in various projects and administrative functions as required, such as department scheduling, special projects, etc. Completes customer correspondence in a timely manner per company policies. Leads and attends various meetings as required as they lead and assist on department and company projects. 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. QUALIFICATIONS: High School diploma or equivalent required, college preferred. 1-3 years leadership experience required. Requires a deep knowledge of loan servicing within the mortgage industry. Must have strong computer skills with ability to navigate Microsoft Office Suite. Must travel to conferences, retreats, training, conferences, and monthly to quarterly travel to remote locations. Ability to communicate effectively and efficiently via phone, email, and person to person. Capability of gathering facts accurately, analyzing causes, evaluating alternate solutions, and arriving at sound conclusions on action to be taken. Ability to manage multiple and/or conflicting responsibilities. Great attention to detail and organizational skills. Ability to work in a team environment. PHYSICAL DEMANDS: Must be able to remain in a stationary position 75% of the time. Will be constantly operating a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer. Will be communicating via phone, Teams, and Zoom. Must be able to exchange accurate information at all times. Must be able to identify and assess account status and determine appropriate process. Will constantly work in a state-of-the-art indoor temperature controlled, sealed window office environment. 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. Here are some more reasons to choose Vanderbilt Mortgage! • A Berkshire Hathaway Company – an integrity-based organization offering unlimited career growth • Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Vanderbilt Mortgage and Finance, Inc. provides competitive 401(k) programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more. • Vanderbilt Mortgage and Finance Inc. is a subsidiary of Clayton of which is proud to have earned spots on the following Forbes lists: America’s Best Employers, America’s Best Employers by State, Best Employers for Diversity, Best Employers for Women. • As part of Vanderbilt Mortgage’s commitment to Opening Doors to a Better Life, VMF is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program. • At VMF, we encourage holistic wellness with physical, nutritional, social, financial, spiritual, and occupational programs available online or in-person for team members. • Our newly renovated Home Office campus offers an onsite restaurant, onsite fitness facility with full gym, in-person and virtual workout classes, yoga/barre studio, volleyball, and basketball courts, walking paths, and a disc golf course. Vanderbilt Mortgage and Finance Inc. is committed to a diverse and inclusive workplace. 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. Vanderbilt Mortgage. Where you start a job and gain a career! Privacy Policy Business Unit - Vanderbilt Mortgage At Vanderbilt Mortgage and Finance, Inc., we're financially strong, with a reputation for leading the industry with a broad range of loan products, excellent customer service and a coast-to-coast presence. And we're professionally strong, from entry level to more experienced positions.