Call Center Manager - Mortgage Servicing (On-site) - Shellpoint Mortgage Servicing

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 Manager Performing Loan Servicing is responsible for directly assisting the Director in the daily operations and makes sure the assets under their leadership perform to acceptable levels set forth by upper management.

• Supervisor Performing Loan Servicing

List of required duties below. Distinguish on-site duties with a *.

• Provide guidance and leadership for supervisors, team leaders and team members company wide.
• Directly manage Performing Collections (current to 60 DPD) functions as well as Inbound customer service call volume and service levels.
• Develop, lead, and mentor all team members and supervisors to reinforce skills and increase department effectiveness.
• Meet all department KPI’s (AHT/EVPH/Quality Composite/Transfer Rate/Adherence/Refi Referrals.
• Review daily production and performance results and address successes and failures.
• Manage daily inbound activities to meet departmental strategies and goals.
• Analyze call volume trends and establish strategies the reduce and control inbound call volume.
• Set daily and monthly goals for teams and for the individual team members.
• Manage the performing loan delinquency, roll rates and collection efforts to achieve desired results set forth by management.
• May assist in developing and managing dialer campaigns tailored to the characteristics of each portfolio.
• Track results of work efforts to ensure desired levels of production and efficiency are achieved.
• Adjust strategies where required to account for delinquency trending and/or for new portfolio acquisition.
• Interview and hire potential team leader and supervisor candidates.
• Assist in streamlining processes to improve efficiencies across the company.
• Develop and ensure team members are following QA guidelines as required by regulatory agencies.
• Performs related duties as assigned by upper management.

*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.
• 6-8 years’ experience in collections, finance, or related industry with 5 years of direct employee supervisory experience.
• Experience in a call center environment, inbound and outbound preferred.

• General management skills required including strong organizational, communication, and leadership skills, preferably in a production environment.
• Ability to train and motivate employees.
• Strong excel and computer related skills required.
• Able to work with deadlines and complete projects on time.
• Strong conflict resolution skills.
• Proficiency in data management.
• Familiarity with the compliance requirements of FDCPA.
• Moderate analytical skills.

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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