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.

Position overview

Do you enjoy providing excellent service and building strong customer relationships? We need energetic and caring telephone professionals to join our Customer Service team. If selected, you’ll work in a fast-paced environment, handling incoming calls from homeowners across the country. You’ll create a positive customer experience for every caller by identifying their needs, answering their questions, and helping resolve their issues. We are a growing company who likes to reward our top performers with advancement opportunities, a lucrative bonus structure, and even possible work from home privileges.  We’re looking for friendly, outgoing, well-spoken people who are service-minded, reliable, and flexible.

Duties & responsibilities

  • The successful candidate will:

  • Handle all homeowner phone calls in a positive, courteous, and helpful manner.

  • Identify homeowners’ concerns, research their issues, and provide answers that meet their needs.

  • Develop workable solutions that satisfy our homeowners, our client/investors, and our company.

  • Provide exceptional service during every contact with our homeowners.

  • Process homeowners’ mortgage payments.

  • Achieve company performance goals.

  • Take part in continuous, on-site, free training in company policies/procedures and industry regulations.

Skills & abilities

  • The successful candidate needs:

  • English fluency.

  • Outstanding professional telephone communication skills.

  • The ability to work well with homeowners of any mood or personality type.

  • A positive attitude, with an eagerness to solve problems.

  • Excellent reasoning and research skills; the ability to see the "big picture" and manage the details.

  • The ability to safeguard confidential homeowner and company information.

  • A strong work ethic, high integrity, and well-organized mindset.

  • The ability to follow instructions but work with minimal direct supervision.

  • Excellent keyboard skills.

  • Ability to quickly learn new computer software.

  • Preferred experience with Hyland OnBase software (document imaging system) or similar solution.

  • Spanish or bilingual is a plus.

Education & experience

  • High-school diploma (or equivalent).

  • Over 1 year of inbound/outbound call-center experience (or any related customer-service experience) preferred.

*     Three weeks’ PTO (paid time off) for vacation and sick days. 
*     Paid holidays. 
*     Medical, dental, vision, life, and pet insurance. 
*     Short- and long-term disability insurance. 
*     Adoption- and tuition-assistance programs. 
*     401k matching program. 
*     Performance-based annual bonuses. 
*     Advancement opportunities

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

Shellpoint Mortgage Servicing has grown to become one of America’s 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.    
Our mission at Shellpoint Mortgage Servicing is to deliver best-in-class portfolio performance for our clients by providing all homeowners with exceptional customer service. We recognize that our people are our greatest asset, which is why we offer the training, modern technology, and tools for you to be successful. There could not be a more exciting time than right now to join our growing team, where you can be part of the success.

Posted 14 Days Ago

Full time


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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