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.

The Loss Mitigation (Telephony) Manager is responsible for managing all of the phone centric functions within Loss Mitigation including RingCentral/Max Agent software, IEX and NICE software, IVR routing, dialer maintenance and inbound queue monitoring. This individual will oversee forecasting of contact center trends, the tracking and reporting of call activity patterns, staff productivity and the planning of resource allocation. They will direct, support and develop the workforce analyst team  RTA’s and design/introduce strategies for their use that will maximize efficiency across the company. Additionally, they will establish and maintain all WFM Analyst performance metrics, serve as the primary point of contact for the leadership team for all WFM topics and work closely with the Capacity Planning Manager to align WFM objectives including: developing and implementing schedules and ensuring staffing levels coincide with the demands of our Service Level Agreements, generate reports, analyze historic/forecasted data trends and proactively communicate back to Operations to mitigate risks.

The Loss Mitigation (Telephony) Manager will also lead the department through telephony upgrades and process improvements as needed. A successful Telephony Manager is a critical thinker, attentive to details and an excellent communicator. This position requires a strong working knowledge of real time call center operations, staffing curves, call center metrics and scheduling.


  • 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 or Collections WFM/Dialer management experience
  • Minimum of 3-5 years management experience
  • Technically-minded and prior experience working with IVRs, dialers and preferably RingCentral/Max Agent software
  • Proficient in Microsoft Word and Excel.
  • Proficiency in SQL a plus.
  • Excellence in consulting and advising customers via telephone oral and written communication.
  • Demonstrated strong skill set for organization and attention to detail.
  • Self-Motivated. Ability to effectively work collaboratively across business units
  • 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.
  • Strong negotiating and follow-up skills, as well as the ability to meet strict deadlines.

Educational Requirements:

  • High School Diploma required, college degree preferred but not required

Company Perks:
*     15 Paid Time Off (PTO) days and 18 after 1st anniversary!
*     8 Paid Holidays
*     Employee Engagement Activities

 Company Benefits:
*     Medical (including Health Savings Account & Flexible Savings Account)
*     Dental - RX - Vision - Life, Disability Insurance - 401(k) Plan with company match! - Employee Assistance Plan

*     Tuition-Assistance Programs

*     Performance-based Incentives
*     Pet Insurance

*     Advancement Opportunities

Newrez NOW:

*     Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
*     1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
*     Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

*     Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

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

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!

Apply Online