Job Description

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.

Principal Duties

  • Develops searches designed for automated analysis and topic identification in recorded conversations.
  • Collaborates with the functional business units to provide feedback and recommendations to solve business needs, including researching and review accounts, items, or processes selected for audit.
  • Facilitates discussions with management to ensure that CallMiner directives and process changes are communicated.
  • Provides call monitoring data to creating and conducting companywide training for new change directives.
  • Maintains detailed CallMiner categorical records to ensure efficient system operations and data integrity.  
  • Assists with generation of CallMiner reports and workflow audits.
  • Performs root cause analysis for any failing CallMiner categories.
  • Acts as resource for external departments and aids with completing monthly audits.
  • Assists with the tracking, organization, and responses to CallMiner audits.
  • Work with analysts to assist with the enhancement of CallMiner and Tableau reporting.
  • Provides guidance and mentoring to less experienced peers.

Education and Experience Requirements  

  • Bachelor’s Degree in computer science or computer information systems preferred.
  • 7+ years of related experience.

Knowledge, Skill and Ability Requirements  

  • Experience in speech analytics/speech recognition required.
  • Detail-oriented, excellent organizational skills and ability to manage multiple tasks.
  • Strong written and verbal communication skills, including the ability to present and discuss complex concepts with management.
  • Ability to work independently and in a fast-paced environment and meet quick deadlines.
  • Experience with MS Office; MS Excel is required.
  • Knowledge of CallMiner (or other speech analytical software) preferred.
  • Knowledge of Tableau reporting
  • Perform coding, programming, and operation of voice recordings to CallMiner, and the interface (API) platform.
  • Serve as the liaison between IT Data Analytics to ensure results from coding and administering of CallMiner Speech Analytics result in timely and accurate Tableau reports and dashboards.
  • Assist subordinate (junior) teammates with the coding, programming, and operation of the CallMiner interface (API) platform.


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.

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Application Instructions

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