Rushmore Loan Management Services

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Supervisor, Dispute Resolution

Supervisor, Dispute Resolution

Job ID 
2017-1836
Job Locations 
US-TX-Dallas
Category 
Legal
Type 
Regular Full-Time
FLSA Status 
Exempt

More information about this job

Overview

 

POSITION SUMMARY:

The Supervisor of Dispute Resolution is responsible for managing all aspects of the dispute resolution process beginning with investigation of complaints received from regulators, borrowers, and/or their representatives to resolving the complaint.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Perform regular quality control audits of work performed by team members
  • Perform all duties of a Dispute Resolution Specialist
  • Review and approve response letters generated by team members
  • Confirm detailed factual analyses of loan histories have been properly completed by team members
  • Assess root cause of all discovered errors and propose preventive solution to department executive
  • Escalate all concerns to the department executive in a timely manner
  • Perform regular review of organizational policies and procedures to ensure processes are in place to minimize complaints
  • Maintain comprehensive database of all complaints and resolution action taken and regularly review with department executive
  • Ensure Dispute Resolution team is providing exemplary customer service, adhering to department processes, and meeting QC standards
  • Ensure all established deadlines are met
  • Perform timely performance assessments of team members
  • Train and coach team members to ensure performance at a minimal meets department expectations
  • Meet monthly with Dispute Resolution team to assess performance and discuss any concerns or issues
  • Provide on-on-one mentoring to team members
  • Performing other duties as assigned

Qualifications

ESSENTIAL KNOWLEDGE & SKILLS:

 

  • Accomplished interpersonal, verbal, and written communication skills
  • Experience coaching a team to produce strong results
  • Demonstrated leadership abilities to drive team performance
  • Ability to address performance issues with employee not meeting performance expectations
  • Advanced research/analytical skills to identify relevant issues and propose appropriate resolutions
  • Exceptional time management skills with ability to multi-task meeting all deadlines
  • Working knowledge of federal and state laws and guidelines pertaining to mortgage servicing (RESPA, CFPB, etc.) and how they apply to Rushmore
  • Ability to manage and prioritize multiple simultaneous assignments
  • Strong attention to detail
  • Demonstrated professional demeanor

 

EDUCATION AND/OR EXPERIENCE:

  • Certified paralegal degree preferred
  • College degree preferred
  • High School Diploma required
  • Minimum 2-years in team lead or leadership capacity
  • Minimum 5-years of work experience in the mortgage servicing industry preferred

 

 

MACHINES, OFFICE EQUIPMENT & SOFTWARE:

 

  • Advanced knowledge of servicing related systems (e.g., MSP and LPS Desktop)
  • MICROSOFT Word, Excel, Outlook
  • Proficiency using PCs; database, word processing, and spreadsheet software

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