Customer Care Representative - Bilingual

Employment Type

: Full-Time


: Miscellaneous

Company Introduction Come Join the Rushmore Team! Whether you are interested in correspondent origination and sale of mortgages, mortgage servicing operations, real estate management of REO assets, or various corporate positions to support our growing business, Rushmore may just have the position you've been waiting for. Browse our openings and contact us today to learn about career opportunities offering competitive salaries and comprehensive benefit packages. 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. Overview POSITION SUMMARY: The Customer Care Representative is responsible for assisting customers with general inquiries, initial complaints and counseling borrowers on past due payments. Responsibilities 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 Qualifications 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) * Bilingual English and Spanish required (Puerto Rico 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 a plus MACHINES, OFFICE EQUIPMENT & SOFTWARE: * Proficient in Microsoft Office applications

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