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:  
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.
 
Responsibilities:

  • 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

 
Qualifications/Skills: 

  • 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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