Rushmore Loan Management Services

Paralegal, Dispute Resolution

US-TX-Dallas
Job ID
2017-1887
Category
Legal
Type
Regular Full-Time
FLSA Status
Non-Exempt

Overview

 

POSITION SUMMARY:

The Dispute Resolution Specialist is responsible for investigating complaints received by regulators, borrowers, and/or their representatives and responding to such complaints following established department procedures.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

  • Perform factual analyses of loan histories to assess appropriate resolution and compile all corresponding supporting documentation for management review
  • Compose detailed factual narratives summarizing results of investigations and present to management for review
  • Perform root cause analyses of all discovered errors in order to identify areas requiring development or enhancement of training, policy, or procedures
  • Under the direction of the department leadership, ensure the necessary actions/corrections are made to resolve disputes, complaints, and inquiries
  • Compose written responses to borrowers (or their authorized representatives) providing final resolution
  • Maintain detailed and comprehensive records for all complaints, including error findings, during complaint investigation process and document corrective actions taken
  • Provide exemplary customer service
  • Manage calendar to ensure all deadlines are met
  • Adhere to established department and company procedures
  • Perform other duties as assigned

Qualifications

ESSENTIAL KNOWLEDGE & SKILLS:

 

  • Accomplished research/analytical skills
  • Accomplished interpersonal, verbal, and written communication skills
  • Excellent writing and editing skills
  • 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
  • Outstanding customer service skills
  • High degree of self-motivation and ability to work independently under tight deadlines
  • Demonstrated professional demeanor
  • Ability to handle multiple projects, solve problems, and meet deadlines

 

EDUCATION AND/OR EXPERIENCE:

  • Certified paralegal degree required if applicable to state residency
  • College degree required if applicable to state residency
  • High School Diploma required
  • Minimum 3-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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