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 Supervisor - 2nd Lien Recovery Collections is responsible for effective and efficient management of the 2nd lien Recovery department, including managing and coordinating the day-to-day activities.

• 2nd Lien Recovery Consultant

• Coordinate the activities of the Collection team to achieve assigned goals and reach productivity standards while adhering to all company and department policies and stated and federal compliance standards.
• Oversees and facilitates the training of new employees.
• Schedule and monitor of all employees’ time record.
• Assist with corrective actions, ensuring proper documentation is completed.
• Utilize performance management and performance review processes effectively, on an ongoing basis, to maximize performance of employees, correct performance problems, provide development opportunities, and promote effective communication with employees.
• Analyze accounts submitted by representatives for modifications to approve via the clients. waterfall.
• Ensure all monthly tasks are completed by due dates provided.
• Manage, monitor, and evaluate the Collection department’s performance and quality of its outputs and services, identifying and initiating actions for improvement and innovation and providing regular reports on the Collection Department’s performance and results.
• Provide leadership, support, motivation, and knowledge to the Collection staff.
• Review and monitor workday training logs to ensure agents are up-to date with Workday and Bank of America trainings.
• Manage the collection team including scheduling, hiring, training, and performance evaluations.
• Communicate new and revised policies and procedures ensuring compliance.
• Take escalated calls upon customer request when the representative is unsuccessful in de-escalating the call.
• Complete monthly incentives by gathering totals from the system calibrator.
• Review the rolls needed report to ensure accounts are in good standing in comparison to the prior month.
• Assist in the control of company expenses through intelligent use of funds to resolve accounts and managing staffing and miscellaneous costs.
• Performs related duties as assigned by management.
• Reviewing agent’s worklist to ensure everything is completed within the CTQ timeframe.
• Must be flexible to work different hours/shift if needed.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.

• High school diploma or equivalent, required.
• Bachelor's degree, preferred.
• 6+ years’ experience in finance, collections, commercial, customer service or related industry.
• Minimum of 1 year of Loss Mitigation experience.
• 1-3 years of prior supervisory experience.
• Post Charge-off and deficiency balance collections experience is a plus.

• Managerial skills including strong organizational, communication and leadership skills.
• Strong ability to direct, lead and motivate staff.
• Strong oral and written communication skills.
• Thorough knowledge of Collection processes and operations.
• Thorough knowledge of Collection local and federal legal requirements.
• Strong negotiating and follow-up skills, as well as the ability to meet strict deadlines.
• Able to motivate team to achieve Key Performance indicators as set by business needs.
• Self-Motivated. Ability to work independently with minimal supervision.
• Thorough knowledge of computer operations, Company’s Standard Operating Procedures, as well as state and federal legal requirements with regard to collection procedures, foreclosures, and keeping abreast of current requirements and changing legislation
• Strong numeric aptitude, problem solving and analytical skills.
• Able to meet goals and deadlines in a fast-paced environment.
• Must be able to work a flexible work schedule, which can include weekends.
• Must be able to meet department attendance standards.

*While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Company Perks:
* 15 Paid Time Off (PTO) days and 18 after 1st anniversary!
* 9 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

* 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.

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