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.

Reporting to the Vice President of Performing Loan Servicing, takes primary responsibility for day-to-day Customer Service operations and provides strategic guidance and vision for the future of the Customer Service Department.

  • Provide guidance and leadership for supervisors, team leaders and team members
  • Directly manage Customer Service teams in Tempe, AZ
  • Develop, lead, and mentor all team members to reinforce skills and increase department effectiveness
  • Review daily production and performance results and address successes and failures
  • Set daily and monthly goals for teams and daily expectations for the supervisors
  • Manage the IVR, website, and phone system - ensure that we are taking full advantage of these technologies to increase service levels to our customers and reduce the cost-to-service
  • Monitor volumes in the self-help options available, make recommendations of improvements for more customer utilization
  • Track results of work efforts to assure desired levels of production and efficiency are achieved
  • Adjust scheduling and staffing for higher call days. Manage to the loan level for volumes
  • Manage the department with cost to service metrics
  • Improve the quality of the customer service staff
  • Interview and hire potential team leader and supervisor collection candidates
  • Streamline processes to improve efficiencies across the department
  • Maintain acceptable customer service metrics as designated by clients or management
  • Ensure team members are following QA guidelines as required by regulatory agencies
  • Present to various clients as needed as well as monthly meetings with executives
  • Monitor inbound call types for trends into why customers are calling
  • Develop strategies to reduce call volumes by developing more automated processes


  • 5 years’ experience in Customer Service-related industry with 5 years of direct employee supervisory experience, prior mortgage servicing experience preferred
  • Strong analytical skills including excel and computer related skills
  • Six Sigma, yellow or green belt preferred
  • General management skills required including strong organizational, communication, and leadership skills, preferably in a production environment
  • Experience in a call center environment with knowledge using workforce management and automated dialer software
  • Ability to train and motivate employees
  • Able to work with deadlines and complete projects on time
  • Strong conflict resolution skills
  • Familiarity with the compliance requirements of FDCPA

Educational Requirements: 

  • Bachelor’s Degree preferred. Candidates without a Bachelor’s Degree but with extensive work experience will also be considered.

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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