Rushmore Loan Management Services

  • Manager, Customer Service

    Job Locations US-TX-Dallas
    Job ID
    2019-2602
    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 Service Manager of the Call Center directs operational personnel within the department consisting of customer service and all delinquency front-end buckets.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    • Develop, implement, and manage the workflow of all tasks required for the Customer Service and collections department.
    • Ensures high level of Customer Service and consistency across all call centers, which includes establishing and monitoring call quality requirements and performance.
    • Establish and drive customer satisfaction including handling customers issues, root cause analysis and problem resolution.
    • Managing collection letters and outbound scripts
    • Staffing and training
    • Performs a variety of tasks and analysis to control and maintain the lowest delinquency rates possible.
    • Provide leadership to ensure continuous development, education and training of the staff on all tasks required for compliant and efficient customer service and collections operations.
    • Ensure regulatory compliance with Federal, State, and Local laws and regulations regarding collection of debt, including FDCPA, ECOA and privacy laws.
    • Maintains departmental “key performance indicators” (KPI’s) and ensures all customer service and collection activity.
    • 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.
    • Works closely with the dialer administrators to set strategy and implement dialer campaigns
    • All other duties as needed

     

     

     

    Qualifications

    ESSENTIAL KNOWLEDGE & SKILLS:

    • 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.
    • Rely on extensive experience and judgment to plan and accomplish goals.
    • Customer service and team oriented.

     

    EDUCATION AND/OR EXPERIENCE:

    • High School Diploma required
    • Bachelor’s degree preferred
    • Six (+) years of experience in the mortgage or financial services industry

     

    MACHINES, OFFICE EQUIPMENT & SOFTWARE:

    • 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.
    • Proficient with Microsoft Office applications

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