Job Description

Who we are:

Shellpoint Mortgage Servicing (SMS) is America’s 8th-largest third-party mortgage servicing company. What is mortgage servicing? Businesses that own mortgage loans (such as banks and real estate investment firms) contract with us to manage (or "service") their loan portfolios, including collecting homeowners’ mortgage payments, paying homeowners’ tax and insurance bills, and helping homeowners in default to get current once again.


The Correspondence & Dispute Quality Specialist is primarily responsible for reviewing written responses to Qualified Written Requests, Complaints, and Credit Bureau Disputes. The job will entail reviewing all written disputes and complaints from homeowners, and making sure our written responses to the homeowners are accurate (both in content and grammatically), easy for a homeowner to understand, and have addressed all concerns or allegations raised in the complaint. This will require the quality specialist to be able to navigate the servicing system, conduct their own research, and have a good understanding of a mortgage loan, to be able to determine if a response is accurate and provides an appropriate resolution. The qualify specialist must have good reading comprehension to understand the homeowners concerns, and have advanced writing skills to ensure the letters are grammatically correct, professional, and formatted well. The ideal candidate will have a good working knowledge of all aspects of Mortgage Servicing Operations, including payment processing, escrow, taxes and insurance, boarding, credit reporting etc. The quality specialist is expected to review letters from other team members and either approve them, or provide feedback and suggested revisions. Quick turn-around is vital to ensure the team members can meet their deadlines. The job will require continuous learning and flexibility in responsibilities, including helping with overflow of disputes and complaints, and other tasks related to SCRA and Credit Bureau Corrections.


    • Prioritize and be able to complete letter reviews in a timely manner to keep up with production from the writers and allow them to meet their deadlines.
    • Research issues raised in the complaint to ensure the writer’s response is accurate and actually resolves the issue.
    • Make revisions to letters to provide better grammar and formatting. Also make sure dates, amounts, and terminology is correct.
    • Ensure the necessary actions/corrections are made to the Loans to resolve disputes, complaints and inquiries.
    • Compose their own written responses to borrower’s (or their authorized representatives) providing final resolution.
    • Submit Automated Universal Data forms (AUDs) to the credit reporting agencies as needed, to resolve credit disputes.
    • Assist with researching and composing written responses to Regulatory Complaints


    • Expert written communication skills are needed, including good use of grammar, spelling, punctuation and sentence structure.
    • Must be extremely detail oriented, inquisitive, and have a passion for investigating and problem solving. 
    • Moderate understanding of Mortgage and Consumer finance is required
    • Advanced knowledge of MS Word
    • Familiarity with Mortgage Servicing systems is preferred.
    • Excellent work ethic and deadline driven.
    • Follow up skills and a strong sense of accountability
    • Must possess a short learning curve related to assimilation of new skills and tasks
    • Superior organizational skills needed
    • Ability to multi-task as well as quickly adapt to changing work assignments
    • Knowledge of credit reporting and SCRA is a plus

Educational Requirements:

  • High School Diploma 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!

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