Rushmore Loan Management Services

  • AVP, Dialer Administration

    Job Locations US-TX-Dallas
    Job ID
    2018-2386
    Category
    Collections
    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.

    Company Introduction (Text Only)

    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 AVP, Dialer Administration is responsible for maintaining a high performance blended calling environment for the Customer Service, Collections and Loss Mitigation departments. This includes managing on-shore and off-shore Dialer Teams, multiple sites, Workforce Management, Aspect technology, IVR routing and effectiveness, ensure strategies are carried out and SLA’s are maintained for multiple departments.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    • Apply established strategy and reporting to ensure effective servicing performance.
    • Review system reporting results and overall accuracy of execution, as well as compliance with FDCPA, TCPA, federal and state calling regulations.
    • Create and manage exception reporting ensuring no call gaps or regulatory or investor related call requirements are missed. Maintain and improve portfolio performance on key investor portfolios
    • Meet all Dialer and Work Force Management KPI’s
    • Document and regularly maintain all dialer operations processes.
    • Meet regularly with Call Center and Loss Mitigation management to set effective strategy as well as making swift strategy adjustments as dictated by business need
    • Effectively manage the outbound dialing strategy by providing continuous guidance and feedback to staff that will increase their knowledge base/skill level and elevate dialer efficiencies throughout Operations.
    • Oversee planning, training, motivating, analyzing and evaluating the Dialer Operations team while also ensuring compliance and achieving maximum results for the company and its clients
    • Effective Workforce Management tracking and reporting to call center management to maximize agent performance and loans per FTE
    • Accurately forecast inbound and outbound volume requirements to communicate to leadership and identify staffing needs as volume increases are projected
    • Closely partner with Operations Leadership on a monthly and as needed basis to identify areas of improvement and collaborate on ways to improve dialer efficiencies that will improve production and increase revenue.
    • Oversee campaigns to ensure that they are built effectively and efficiently.
    • Ensure sufficient call coverage and that welcome call requirements are measured and met.
    • Successfully implement Operations’ dialing strategies to meet organizational goals and increase revenue recovery.
    • Identify trending in call patterns, call results, and assist Operations with optimizing performance.
    • Provide meaningful productivity and performance analysis and make recommendations.
    • Manage the dialer to ensure minimal down time and expedient solutions to Operations issues/concerns.
    • Successful development and management of the Interactive Voice Response (IVR) technology.
    • Professionally represent the company with internal and external clients at all times.
    • Effectively manage dialer administration and workforce management employees
    • Successfully manage all new installations/software upgrades and make recommendations for technology enhancements to meet business needs as well as informing management of available technology enhancements in the Call Center Industry to ensure RLMS is current and up-to-date.
    • Responsible for development, testing, implementation and production of daily business reporting
    • Perform other duties as assigned or required.

    Qualifications

    ESSENTIAL KNOWLEDGE & SKILLS:

    • Strong analytical and organizational skills.
    • Ability to meet strict deadlines.
    • Advanced PC skills, specifically with Microsoft Access and Excel, including the ability to download, import and export files, as well as creates and utilizes pivot tables and macros.
    • Experience with Word, Outlook, SQL required. 

     

     

    EDUCATION AND/OR EXPERIENCE:

    • High School diploma required
    • Bachelor’s Degree or equivalent experienced preferred
    • Five + years of management experience preferred
    • Seven + years’ experience working with ASPECT Dialer 7.2 or equivalent.
    • Mortgage servicing experience preferred

     

     

    MACHINES, OFFICE EQUIPMENT & SOFTWARE:

    • Proficient with Microsoft Office applications.

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