Specialty Collections Consultant (On-site) - Shellpoint Mortgage Servicing
Tempe, AZ
About the Job
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.
Primary Function
A Specialty Collections Consultant I is a collector who is responsible for collections on selected portfolios in order to maximize recovery and disposition loans to the appropriate work out strategy.
Position Overview
Do you enjoy solving problems and providing excellent customer service? We need enthusiastic, tenacious, and success-driven telephone professionals to join our Collections team as a Specialty Collections Consultant I. The ideal candidate can see the big picture in any given situation, will enjoy a job with a high degree of customer contact, and can handle any homeowner situation with composure and empathy. We are a growing company who takes pride in rewarding our top performers with both advancement opportunities and a lucrative bonus structure. We are looking for assertive, well-spoken, and compassionate employees who are dependable, service-minded, and results-oriented.
Who we are
Shellpoint Mortgage Servicing (SMS) is one of America’s top 10 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 those in default to get current.
Principal Duties
Receive and review loan information.
Contact borrowers in order to cure delinquency, setup payment arrangements and/or settle accounts through the use of manual calls and an automated dialer.
Manual dialing specifically calling Active cells that do not reach the dialer as well as additional allowed attempts to landlines and permission granted cells
Identify and recommend optimal workout strategies based on individual borrower
Understands Current and 30 DPD rolls and how to read manual dialing reports
Understands Legal/Warning statuses on manual dialing reports
Work with designated clients taking inbounds and making outbounds for those clients only
Effective and efficiently corresponds via email with dedicated clients
Use the DA tool and work with client matrices regarding workout strategies including deferments and repayment plans
Effectively notate RFD and the entire conversation with the customer in order for the clients to view notes and make determinations on actions
Utilize our skip tracing tools when confronted with an account that has no phone number.
Identify and recommend assistance strategies, as necessary.
Increase frequency of borrower contact by using scoring model.
Performs related duties as assigned by management.
Education and Experience Requirements
High-school diploma (required).
College degree (preferred, but not required).
Over 1 year of loss mitigation, collections, or related mortgage-servicing experience (preferred, but not required). We will consider other relevant or similar experience.
Knowledge, Skill, and Ability Requirements
Must pass written exam to determine comprehension of situations and proper writing style
English fluency required, Spanish fluency a plus.
Outstanding telephone and written communication skills.
Familiarity with Internet-based search techniques (including the use of skip-tracing solutions).
The ability to maintain professional conduct when dealing with people of any mood or personality type.
Familiarity with lending-related terminology and processes, especially related to mortgage delinquency.
Excellent reasoning and research skills; the ability to see the "big picture" and manage the details.
The ability to safeguard confidential customer and company information.
A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
The ability to follow instructions but work with minimal direct supervision.
Excellent keyboarding skills.
Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, PowerPoint, etc.).
The ability to remain stationary (mostly in a sitting position) for long periods of time.
Physical Demands/Work Environment/Disclaimer
Must be able to remain in a stationary position for long periods of time. Must be able to effectively access/operate and interpret information on computer screens, documents, and reports. Must be able to effectively communicate with all homeowners via phone (headset) and written means. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
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.
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.