Rushmore Loan Management Services

  • Manager, Customer Engagement

    Job Locations US-TX-Dallas
    Job ID
    2018-2376
    Category
    Customer Service/Support
    Type
    Regular Full-Time
    FLSA Status
    Exempt
  • Company Introduction

    Rushmore Loan Management Services is growing rapidly and expanding our team. We want YOU to be a part of it! If you are a top performer looking for a company that can provide opportunities to grow in your career, Rushmore is the place for you. We offer competitive salaries and a comprehensive benefit package with medical, dental and vision benefits effective Day 1 of employment.

    As a nationwide mortgage servicer licensed in all 50 states with nearly $50 billion in loans being serviced and growing, we offer a dynamic team environment, collaborative culture, and commitment to customer satisfaction.

    Overview

     

     

    POSITION SUMMARY:

    The Customer Engagement Manager will be responsible for enhancing the customer engagement by managing customer feedback that is received through the various communication channels and ensuring all issues are tracked and resolved. This includes social media, CSAT, call center escalations and the Customer Research team. This individual will have the knowledge, training and ability to research and respond to customer escalations, internal and external audits. In addition to ensuring that all feedback has been reviewed and responded to, this position will track and perform detailed analysis focused on improving the customer experience. Manage and track department projects including status tracking, follow up on deliverables, monitoring and communicating status through project completion.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    • Take an active role in creating an environment of innovation, collaboration, transparency, accountability and trust.
    • Review, track and resolve all social media feedback for the servicing operation.
    • Review track and resolve all CSAT feedback for the Call Center
    • Review, track and resolve all escalated hot tasks created by the Call Center.
    • Review and track all complaints submitted by the servicing team to Dispute Resolution.
    • Compile, maintain and analyze feedback and create detailed summaries of customer feedback from all sources; survey solicitations, online reviews, call escalations, correspondence escalations etc. to identify trends and red flags.
    • Conduct weekly meetings with various department leaders to review reporting and analysis of customer feedback to identify and implement improved processes which address customer concerns and improve customer satisfaction
    • Build positive relationships among various departments to promote a culture of teamwork, ultimately working together toward company objectives and common goals.
    • Research, identify and analyze customer complaints and audit findings and recommend clear solutions.
    • Correspond, either verbally or in writing, as necessary with, other departments, auditors and customers to resolve any issues or discrepancies related to the customer experience.
    • Provide superior service to internal and external customers requesting assistance to resolve escalated issues and inquiries.
    • Develop and maintain all procedures as they relate to the management of the Customer Experience Management
    • Maintain and deliver a high level of productivity, efficiency and accuracy.
    • Manage, track and communicate department projects including status tracking and deliverables through project completion
    • Assist the department manager with other duties as assigned.

    Qualifications

    ESSENTIAL KNOWLEDGE & SKILLS:

    • Flexibility and ability to change job focus quickly
    • Ability to handle multiple tasks with excellent attention to detail
    • Ability to organize and maintain a high volume work environment
    • Highly motivated and ability to problem solve effectively
    • Strong verbal and written communication skills
    • Excellent monitoring and analytical skills
    • Good interpersonal skills and the ability to conduct business diplomatically and effectively in difficult situations
    • Ability to perform with a sense of urgency
    • Excellent verbal and written communication skills, as well as a high degree of analytical ability.
    • Must possess time management and organization skills to effectively prioritize multiple objectives and achieve volume goals.

     

    EDUCATION AND/OR EXPERIENCE:

    • High School Diploma required
    • Bachelor’s Degree preferred
    • Three plus years conducting Customer Relations or Audit responsibilities in loan servicing industry
    • Five plus years mortgage loan-servicing experience in a high volume, fast-paced environment.
    • Experience working with Fidelity/MSP preferred

     

     

    MACHINES, OFFICE EQUIPMENT & SOFTWARE:

     

    • Proficient in Microsoft Office applications (Word, Excel & Outlook)
    • 10 key by touch, Typing
    • Experience with MSP/ LPS servicing system

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