Rushmore Loan Management Services

  • Manager, Customer Service

    Job Locations US-TX-Dallas
    Job ID
    Customer Service/Support
    Regular Full-Time
    FLSA Status
  • 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.




    The Customer Service Manager of the Call Center directs operational personnel within the department consisting of customer service and all delinquency front-end buckets.



    • 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






    • 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.



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



    • 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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