Loss Mitigation Manager (Telephony)
Who we are
Shellpoint Mortgage Servicing (SMS) is America’s 5th-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.
The Loss Mitigation Manager (Telephony) is responsible for managing all of the phone centric functions within Loss Mitigation including Monet software, IVR routing, dialer maintenance and inbound queue monitoring The Loss Mitigation Manager (telephony) will also lead the department through telephony upgrades and process improvements.
- Oversees the day-to-day tasks and performance of Loss Mitigation
- Acts as a liaison with other departments to foster efficiency and high quality output.
- Undertakes special projects related to departmental activities and performs other duties as assigned.
- Ensure compliance with all Investor guidelines and quality controls are in place to protect Shellpoint and its clients
- Provide positive leadership and coaching, including performance measurements, appraisals and other actions impacting employee job related functions
- Evaluates job performance continually and provides on-going coaching
- Maintains, update and create process and procedure documentation for the Loss Mitigation team.
- Prepare weekly/monthly reports and monitor time frames and work performance
- Directs change within the department. Promotes an attitude of optimism and progress.
- Prepares and presents workflow and results to Senior Management and clients as needed
- Assists in the control of company expenses through intelligent use of funds to resolve accounts and managing staffing and miscellaneous costs.
- Ensure department policies and procedures are maintained and timely updates are submitted. Continually review and refine processes to ensure efficiency and accuracy
- Provide positive leadership and coaching, including performance measurements, appraisals and other actions impacting employee job related functions.
- Minimum of 1 year of Loss Mitigation experience
- Minimum of 3-5 years supervisory experience
- Technically-minded and prior experience working with IVRs, dialers and preferably Monet software
- Proficient in Microsoft Word and Excel.
- Proficiency in SQL a plus.
- Excellence in consulting and advising customers via telephone and written communication.
- Understanding of collections. Foreclosure, bankruptcy and REO experience preferred.
- Experience analyzing financial statements, tax returns, credit reports, home appraisals, title searches and other documents to evaluate a pre-foreclosure remedies.
- Demonstrated strong skill set for organization and attention to detail.
- Self-Motivated. Ability to work independently with minimal supervision.
- Strong analytical, problem solving and mathematical skills to be used in financial counseling and evaluation and interpretation of complex information.
- Ability to work overtime as needed.
- Understanding of mortgage lending and servicing, particularly late stage collections, modifications and short sales.
- Strong negotiating and follow-up skills, as well as the ability to meet strict deadlines.
- High School Diploma required, college degree preferred but not required