Call Center Specialist (Bilingual)
Job Description
REMOTE OPTION UNTIL OFFICE REOPENS.
CORE VALUES:
The Company Core Values: WE ARE PROUD, ALL FOR WON, AND WE ARE SCRAPPY are inherent to how Employees view and act. To ensure Employees have an environment where expectations are clear, we desire that all employees embrace each CORE VALUE through the use of descriptors and employees understand the behavioral drivers to be successful. WE ARE PROUD: Reliable Confident, Committed, ALL FOR WON: Team Player, Collaborative, and WE ARE SCRAPPY: Resourceful, Persistent, and Innovative
In addition to the Company Core Values, there are two Supporting Values that Employees are expected to strive to exemplify on a daily basis: INTEGRITY, which is our PERMISSION-TO-PLAY value; and EXCELLENCE, which is our ASPIRATIONAL value.
POSITION SUMMARY:
The Call Center Specialist is responsible for assisting customers with general inquiries, initial
complaints and counseling borrowers on past due payments.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Performs welcome calls on newly acquired loans
Handles inbound and outbound calls within the Predictive Dialer
Counsels customers with delinquent mortgage payments through a process of telephone contact to bring the loan to a current status
Documents and updates information in Fidelity MSP
Maintains compliance with all FDCPA, ECOA, privacy and relevant state regulations
Conducts light skip tracing to locate borrowers
Assists borrowers with general inquires
Processes routine transactions promise to pay, internet assistance, ACH
Assists customers with general inquiries regarding: Insurance, Taxes and Escrow
Performs other duties as assigned by management
ESSENTIAL KNOWLEDGE & SKILLS:
Excellent customer service phone skills
Excellent communication (oral and written) and interpersonal relationship skills
Ability to multi-task
Demonstrate dependability
Must have Wi-Fi and the ability to work remote
Ability to learn quickly
Bilingual (Spanish) a plus
EDUCATION AND/OR EXPERIENCE:
High School Diploma required
Bachelor’s Degree preferred
Minimum 1 year related experience
Mortgage Servicing experience a plus
Previous customer service experience a plus
MACHINES, OFFICE EQUIPMENT & SOFTWARE:
Proficient in Microsoft Office applications
Company Description
Rushmore Loan Management Services LLC (“Rushmore”) is a multi-faceted residential mortgage servicer located in Irvine, California, Dallas, Texas, Oklahoma City, Oklahoma and San Juan, Puerto Rico. The Rushmore umbrella includes our parent company and the capital markets arm of our organization which is located in Mid-Town Manhattan and our REO Disposition Company is headquartered out of Houston, Texas. Rushmore has a strong foundation and bright future with significant capital backing and is led by a talented and innovative management team. Rushmore is dedicated to providing outstanding loan servicing and customer support as part of our commitment to uphold ethical and honest business practices. Rushmore is a customer-focused organization that believes in providing the highest level of customer care. We treat all of our customers with respect, courtesy and integrity. We understand the importance of homeownership and believe that open and timely communication is a key to our outstanding service. We encourage all of our customers to visit this website to access loan information, make payments, download forms, or obtain answers to questions about your account.