Job Description

The Customer Care Representative 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
• Ability to learn quickly
• Bilingual Spanish preferred (U.S. positions)

EDUCATION AND/OR EXPERIENCE:

• High School Diploma required
• Bachelor’s Degree preferred
• Minimum 1 years related experience
• Mortgage Servicing experience a plus
• Previous customer service experience

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.