Job Description

Who we are

Shellpoint Mortgage Servicing (SMS) is America’s 8th-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.

Summary:

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

Responsibilities:

  • Provides guidance and leadership for subordinate supervisors.
  • Oversees all inbound call related functions Develops, leads, and mentors all team members to reinforce skills and increase department effectiveness.
  • Reviews daily production and performance results and addresses successes and failures.
  • Sets hourly, daily, weekly, and monthly goals for teams and for the individual team members.
  • Schedules floor wide weekend manager coverage during weekends when employees are present.
  • Monitors and reviews inbound call stats daily Monitors inbound phone loops and manages the skills in which agents are assigned,
  • Develops and manages inbound call processes and process flows.
  • Tracks results of work efforts to assure desired levels of production and efficiency are achieved.
  • Adjusts strategies where required to account for inbound trending and/or for new portfolio acquisition.
  • Monitors employee levels and determines when additional employees are needed to keep appropriate levels of customer service. As well monitors staffing needs.
  • Interviews new employees as needed and facilitates the training and incorporation into the team.
  • Manages fixed and variable inbound cost.

Qualifications/Skills:

  • 10 years’ experience in collections or customer service, , 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, 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:

  • 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!

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