Rushmore Loan Management Services

  • Supervisor, Customer Service

    Job Locations US-CA-Irvine
    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/Collections Supervisor oversees operational personnel within the collections department consisting of all delinquency categories up to and including pre-foreclosure and foreclosure committee. Supervisor will work closely with the Rushmore Collections, Loss Mitigation, Customer Service and other operational departments within the organization. 




    • Provide leadership to ensure continuous development, education and training of the staff on all tasks required for compliant and efficient collection agency operations.
    • Responsible for day to day supervision and driving performance of a team of 8-10 Customer Service professionals and Loan Counselors.
    • Develop, implement, and manage the work flow of all tasks required for the customer service and collections department.
    • Maintain departmental “key performance indicators” (KPI’s) and insures all collection activity and agents perform at the highest level of competency and effectiveness.
    • Ensure departmental compliance with company policies and procedures.
    • Monitor the call center with use of Aspect predictive dialer.
    • Identify, address and troubleshoot issues that arise on the floor.
    • Performs a variety of tasks and analysis to control and maintain the lowest delinquency rates possible.
    • Ensure regulatory compliance with Federal, State, and Local laws and regulations regarding collection of debt, including FDCPA, ECOA and privacy laws.
    • 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.
    • Perform other duties as assigned.




    • 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.
    • Customer service and team oriented self-starter with the ability to work in a collaborative environment.
    • Must have mortgage servicing, preferably customer service, collections and/or loss mitigation supervisory experience.
    • Must have excellent written, verbal and mathematical skills.
    • Ability to multi-task efficiently.
    • Must possess advanced computer skills.
    • Ability to work effectively in a fast paced environment.
    • Must be an effective troubleshooter and problem solver.
    • General knowledge of a broad variety of mortgage servicing processes.
    • Rely on extensive experience and judgment to plan and accomplish goals.




    • High School Degree required
    • Bachelor’s Degree preferred
    • Five plus years’ experience in the residential mortgage servicing industry, including at least 3 years’ experience supervising in a customer service or collections department for a residential mortgage servicing company.





    • 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.


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