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In-House
Legal Staff
Litigation - General (consumer)
2-5 yrs required
Supervisor, Dispute Resolution DUTIES: Perform regular quality control audits of work performed by team members. Perform all duties of a Dispute Resolution Specialist. Review and approve response letters generated by team members. Confirm detailed factual analyses of loan histories have been properly completed by team members. Assess root cause of all discovered errors and propose preventive solution to department executive. Escalate all concerns to the department executive in a timely manner. Perform regular review of organizational policies and procedures to ensure processes are in place to minimize complaints. Maintain comprehensive database of all complaints and resolution action taken and regularly review with department executive. Ensure Dispute Resolution team is providing exemplary customer service, adhering to department processes, and meeting QC standards. Ensure all established deadlines are met. Perform timely performance assessments of team members. Train and coach team members to ensure performance at a minimal meets department expectations. Meet monthly with Dispute Resolution team to assess performance and discuss any concerns or issues. Provide on-on-one mentoring to team members. Performing other duties as assigned.
Qualification and Experience
Qualifications: Certified paralegal degree preferred. College degree preferred. High School Diploma required. 2-years in team lead or leadership capacity. 5-years of work experience in the mortgage servicing industry preferred. Proficiency using PCs; database, word processing, and spreadsheet software. Accomplished interpersonal, verbal, and written communication skills. Experience coaching a team to produce strong results. Demonstrated leadership abilities to drive team performance. Ability to address performance issues with employee not meeting performance expectations. Advanced research/analytical skills to identify relevant issues and propose appropriate resolutions. Exceptional time management skills with ability to multi-task meeting all deadlines. Working knowledge of federal and state laws and guidelines pertaining to mortgage servicing (RESPA, CFPB, etc.) and how they apply to Rushmore. Ability to manage and prioritize multiple simultaneous assignments. Strong attention to detail. Demonstrated professional demeanor.
Job ID: 2017-1836
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