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 co-worker relationships? We need energetic and caring professionals to join our team in support of our core servicing system and business processes in a rapidly growing company. Successful candidates will have opportunities to participate in challenging work with knowledgeable business partners and likeminded co-workers. We’re looking for friendly, outgoing, well-spoken people who are success-minded, reliable, and flexible.  This position will typically cover one or more operational business units.

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.

Duties & responsibilities

The successful candidate will:

  • Be the primary person accountable for reporting on key service delivery and system performance KPI’s for IT and general operational use through the use of reporting tools such as T-SQL, Tableau, SSRS, etc. 
  • Perform all website and technical system analytics to track engagement, utilization, performance, uptime, etc. 
  • Partner with the data teams to build, maintain, and ingest data from numerous technology sources. 
  • Analyze and be the subject matter expert on the data on system performance, IT KPI’s, websites, etc. 
  • Partner with marketing, web, Infrastructure, data and application teams to ingest relevant external data such as Google Analytics, Application Insights, Splunk Monitoring, using API’s or other modern ingestion methods
  • Embrace ownership of defects and missed requirements associated with business analysis opportunities for improvement; write Business Requirements Documents for any improvements
  • Be responsible for coordination and facilitation of user acceptance testing for new versions, developed solutions, etc. 
  • Contribute in achieving company performance goals.
  • Take part in continuous training in company policies/procedures and industry regulations.
  • Perform other tasks or responsibilities as assigned by management.

Skills & abilities

The successful candidate needs:

  • Demonstrates experience in a variety of the field's concepts and practices such as:
    • KPI creation, defining, maintaining
    • Creating open and secure repositories for critical historical reporting
    • Effective use case and user acceptance test scenario creation.
    • World-class problem-solving skills
    • Ability to translate data and thoughts to actionable items.
    • Outstanding facilitation skills.
    • Effective use case creation.
    • Strong verbal and written communication skills.
    • Strong negotiation and persuasion skills.
    • Strategic and business mindset.
    • Effective team player.
    • Decision making proficiency.
    • Calmness under stress, pressure or ambiguity.
    • Comfortable working with senior leadership.
  • Strong knowledge and proficiency with Transact SQL.
  • Working knowledge of general application development languages
  • Working knowledge and proficiency with relational database design and concepts.
  • Fully understands various software development lifecycles and possesses actual experience with real world application of multiple requirement gathering approaches.
  • A positive attitude, with an eagerness to solve problems.
  • Must be a self-starter with a high level of individual drive to achieve results
  • Excellent reasoning and research skills; the ability to see the "big picture" and manage the details.
  • A strong work ethic, high integrity, and well-organized mindset.

Education & experience

  • 3+ years' experience in the field of financial services or equivalent combination of education and experience.
  • 3+ years of KPI management and report writing in SQL
  • Experience with JIRA (or similar) as a project lifecycle management, development and defect tracking tool.


  • PTO (paid time off).
  • Paid holidays.
  • Medical, dental, vision, life, and pet insurance.
  • Short- and long-term disability insurance.
  • Adoption- and tuition-assistance programs.
  • 401k matching program.

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.

Physical Demands/Work Environment/Disclaimer

Must be able to remain in a stationary position for long periods of time. Must be able to effectively access/operate and interpret information on computer screens, documents, and reports. Must be able to effectively communicate with all homeowners. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Up to 15% travel to other company locations for projects, training, etc. may be needed periodically. 

*     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 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.

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Application Instructions

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