Job Description

Who we are

Shellpoint Mortgage Servicing (SMS) is America’s 9th-largest third-party mortgage servicing company. 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: We collect homeowners’ mortgage payments, pay homeowners’ tax and insurance bills, and help homeowners in default to get current.


Monday-Friday, 8:00 am- 5:00 pm (various late days as needed)



Directly assists the Director in the daily operations and makes sure the assets under their leadership perform to acceptable levels set forth by upper management.




  • Provide guidance and leadership for supervisors, team leaders and team members company-wide.
  • Directly manage Performing Collections (current to 60 DPD)
  • Develop, lead, and mentor all team members and supervisors to reinforce skills and increase department effectiveness.
  • Review daily production and performance results and address successes and failures.
  • Set daily and monthly goals for teams and for the individual team members.
  • Manage the performing loan delinquency, roll rates and collection efforts to achieve desired results set forth by management
  • Assist in developing and managing dialer campaigns tailored to the characteristics of each portfolio.
  • Track results of work efforts to assure desired levels of production and efficiency are achieved.
  • Adjust strategies where required to account for delinquency trending and/or for new portfolio acquisition.
  • Monitor account levels and determine when additional employees are needed to meet appropriate goals.
  • Manage fixed and variable collection costs. Interview and hire potential team leader and supervisor collection candidates.
  • Assist in streamlining processes to improve efficiencies across the company.
  • Maintain roll rates as designated by client
  • Develop and ensure team members are following QA guidelines as required by regulatory agencies.
  • Monitor any payment methods (including ACH, biweekly etc) to ensure payments are posting correctly.



  • 5+ years’ experience in collections, finance, or related industry with 5 years of direct employee supervisory experience.
  • General management skills required including strong organizational, communication, and leadership skills, preferably in a production environment.
  • Experience in a call center environment, inbound and outbound preferred.
  • Ability to train and motivate employees.
  • Strong excel and computer related skills required.
  • Able to work with deadlines and complete projects on time.
  • Strong conflict resolution skills.
  • Proficiency in data management.
  • Familiarity with the compliance requirements of FDCPA.
  • Moderate analytical skills.


Educational Requirements:


High school graduate, college degree preferred but not required

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online