Rushmore Loan Management Services

  • VP, Customer Service

    Job Locations US-TX-Dallas
    Job ID
    2018-2513
    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 VP of Customer Service is responsible for shepherding change that enhances the interaction between the organization and Rushmore customers over the duration of the relationship. The interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences during their experience. The VP will ensure the customer experience, during each part of the interaction, matches the customer expectations.   



    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

     

    • Passion for delighting the customer; ensuring excellence in all customer touch points to include voice, web, mobile, print (letters, forms, email)
    • Work alongside VP of Customer Experience to spearhead the servicing organization’s transformation into a customer-centric, performing loan culture
    • Make significant contribution to achieving the company's revenue, cost to service, retention and growth objectives through staffing efficiencies, call driver analysis, self-serve enhancements, etc.
    • Cultivates an environment that promotes authentic, best-in-class customer experiences that are guided by our mission and core values
    • Successfully manage staffing, training, agent performance metrics, and workforce management of the Customer Service departments spread over 5 Rushmore locations
    • Work with department leaders as well as marketing and planning departments to understand customer behaviors to influence self-serve, build Rushmore’s brand and create customer loyalty
    • Utilizes Design Thinking expertise to lead efforts, digital and otherwise, that define future trends and advance innovative ideas that transform the customer experience
    • Work to conceptualize, develop and implement customer experience enhancements including email, chat and messaging center initiatives (build out multi-channel communication strategy)
    • Ensure regulatory compliance with Federal and state guidelines regarding collection of debt including FDCPA, TCPA, CFPB, ECO, and privacy laws
    • Develop reporting as well as KPI and agent performance tracking to monitor overall center performance ensuring each function is operating efficiently
    • Maintain up to date policy and procedure documentation and successful training programs for effective and leading customer service delivery to Rushmore customers
    • Deliver operational efficiency to create a win/win for the company and its customers
    • Strategy development and operational execution of all customer contact center operations
    • Create and grow operational controls to bolster “first line of defense” activities ensuring compliance with regulations, investor requirements and corporate/department policies
    • All other duties as needed including meeting investor and rating agency requirements

    Qualifications

    ESSENTIAL KNOWLEDGE & SKILLS:

    • Knowledge and demonstrated operating experience in the following areas:, Fannie Mae, Freddie Mac, Ginnie Mae, FHA, and experience with third party investors
    • Experience working with MSR’s and private investors, HELOC and Private Label a plus
    • Extensive knowledge of offshore benefits and implementation techniques
    • Proven ability to forge solid relationships with strategic partners and build consensus across multiple organizational levels as well as vendor management
    • Accomplished professional with diverse experience in mortgage, banking, and financial services
    • Adept in leading larger teams, surpassing objectives, driving revenue growth, and improving retention
    • Project management experience, including both management and participation responsibilities for planning, testing, documentation, training and implementation
    • Problem solving skills with the ability to work effectively with all levels of personnel, proposing and accepting compromises for issue resolution
    • Problem solving skills with the ability to work effectively with all levels of personnel, proposing and accepting compromises for issue resolution
    •  

    EDUCATION AND/OR EXPERIENCE:

    • Bachelor’s degree required
    • Master’s degree preferred
    • Minimum 15 years of experience in Mortgage Servicing Loan Operations, including in-depth and hands-on experience with performing loans
    • Minimum 8 years in a leadership capacity
    • Expert presenter, negotiator, and businessperson
    • Broad knowledge base related to CFPB
    • Ability to create, document and present ideas for an executive level audience
    • Accomplished communication and presentation skills

     

    MACHINES, OFFICE EQUIPMENT & SOFTWARE:

    • Microsoft based programs, including intermediate to advanced knowledge of Word and Excel
    • Familiarity of various mortgage servicing systems including

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