Rushmore Loan Management Services

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Supervisor, Customer Service

Supervisor, Customer Service

Job ID 
2017-1918
Job Locations 
US-TX-Dallas
Category 
Customer Service/Support
Type 
Regular Full-Time
FLSA Status 
Exempt

More information about this job

Overview

The Customer Service/Collections Supervisor oversees operational personnel within the collections department consisting of all delinquency categories up to and including pre-foreclosure and foreclosure committee. Supervisor will work closely with the Rushmore Collections, Loss Mitigation, Customer Service and other operational departments within the organization. 

Responsibilities

 

  • Provide leadership to ensure continuous development, education and training of the staff on all tasks required for compliant and efficient collection agency operations.
  • Responsible for day to day supervision and driving performance of a team of 8-10 Customer Service professionals and Loan Counselors.
  • Develop, implement, and manage the work flow of all tasks required for the customer service and collections department.
  • Maintain departmental “key performance indicators” (KPI’s) and insures all collection activity and agents perform at the highest level of competency and effectiveness.
  • Ensure departmental compliance with company policies and procedures.
  • Monitor the call center with use of Aspect predictive dialer.
  • Identify, address and troubleshoot issues that arise on the floor.
  • Performs a variety of tasks and analysis to control and maintain the lowest delinquency rates possible.
  • Ensure regulatory compliance with Federal, State, and Local laws and regulations regarding collection of debt, including FDCPA, ECOA and privacy laws.
  • Develop reports and tools as required to monitor daily workflow and assure that each function is operating at peak performance levels in all areas.
  • Develop strategies or process changes which will mitigate losses.

Qualifications

  • Superior understanding of standard operating concepts, practices, terminology, and procedures within a collections operation, or call center. Ability to analyze and interpret data. Ability to multi-task to ensure goals is exceeded.
  • Customer service and team oriented self-starter with the ability to work in a collaborative environment.
  • Must have mortgage servicing, preferably customer service, collections and/or loss mitigation supervisory experience.
  • Must have excellent written, verbal and mathematical skills.
  • Ability to multi-task efficiently.
  • Must possess advanced computer skills.
  • Ability to work effectively in a fast paced environment.
  • Must be an effective troubleshooter and problem solver.
  • General knowledge of a broad variety of mortgage servicing processes.
  • Rely on extensive experience and judgment to plan and accomplish goals.
  • High School Degree or equivalent required, Bachelor’s degree preferred
  • At least 5 years’ experience in the residential mortgage servicing industry, including at least 3 years’ experience supervising in a customer service or collections department for a residential mortgage servicing company.
  • Solid experience with Aspect Dialer, Fidelity MSP, advanced skills with MS Excel, MS Word, and PowerPoint. Knowledge of SQL, Crystal Reports or other reporting software a plus.

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