Who we are

Shellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms). On their behalf, we manage (or “service”) their loan portfolios, which means that we collect homeowners’ mortgage payments, pay their tax and insurance bills, and help homeowners in default to get current.
 

Primary Function

The Team Lead Performing Loan Servicing is a seasoned agent who will continue to be responsible for answering inquiries, resolving problems, fulfilling consumer requests, and clarifying desired information for consumer questions in a call center environment involving manual and dialer campaigns. In addition to their current job duties, they will be responsible for assisting in the acclimation of new hires and their training.

The Team Lead Performing Loan Servicing will also handle second talk offs or supervisor calls. The associate who transitions to the Team Lead positions will be considered senior representatives on the team that will aid the team as needed when the supervisor is absent or busy with other obligations. Responsibilities also involve special projects assigned by management as needed.
 

Principal Duties

Escalates unresolved problems; receives and reviews 2nd Talk Offs. Meets all department KPI’s (AHT/EVPH/Quality Composite/Transfer Rate/Adherence/Refi Referrals.Researches and fulfills request by clarifying desired information.Conducts coaching and feedback sessions with associates.Assists the audit department by performing random sample audits of account records.Assists with new hires and training to improve employees’ performance.Helps agents with questions through the Help/Escalation Line or team chats.Completes transactions (entering payments, task, complaints as needed) .Follows established policy & procedures.Keeps job knowledge updated.Answers inquiries.Resolves problems.Fulfills consumer request.Maintains daily team and individual goals.Clarifies desired information for consumers questions.Properly updates and documents all systems, as necessary. Sends daily reports on Team numbers. Assists with inbound/outbound calls when needed.Mentors more junior level team members.Performs additional projects and duties as assigned by supervisor.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.

Education and Experience Requirements  

High school diploma or equivalent, required.6+ years progressive customer service/collections experience required.1-2 years mortgage experience, preferred.Familiarity with tracking databases and the maneuvering around the Internet.Familiarity with loan terminology, rights, and processes preferred.Excellent work ethic, high productivity, and acute attention to detail.Superior verbal communication and negotiation skills.

Knowledge, Skill, and Ability Requirements  

Team building skills and people skills.Good ListenerExtensive process knowledgeKey organization skillsClear Phone and verbal communication skillsBe able to multi-task.Ability to identify process gaps and trends.Flexibility concerning job functions and scheduling.Ability to maintain confidential information.Ability to use cognitive skills to determine resolutions to customer inquiries.Ability to work with a diverse team.Excellent work ethic and integrityDetail-oriented, analytical, and extremely organizedAbility to work individually with minimal supervision.Accept ownership of all individual actionsComputer proficient with various MS Office applications and efficient typing skillsMust become Company certified in compliance with the FDPCA.Flexibility to work overtime when requested.

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Company Perks:
•    15 Paid Time Off (PTO) days and 18 after 1st anniversary!
•    9 Paid Holidays
•    Employee Engagement Activities

 Company Benefits:
•    Medical (including Health Savings Account & Flexible Savings Account)
•    Dental - RX – Vision – Life, Disability Insurance – 401(k) Plan with company match! – Employee Assistance Plan 

•    Performance-based Incentives
•    Pet Insurance

•    Advancement Opportunities

Newrez NOW:

•    Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
•    1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
•    Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

•    Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Equal Employment Opportunity 
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

CA Privacy Policy

CA Notice at Collection