Mortgage Servicing Supervisor

3 weeks ago

Greenville, South Carolina, United States Shellpoint Mortgage Servicing Full time
Job Summary

We are seeking a highly skilled and experienced Mortgage Servicing Supervisor to join our team at Shellpoint Mortgage Servicing. As a key member of our operations team, you will be responsible for managing the Performing Mortgage Inbound Customer Service team and overseeing the Loan Servicing function.

Key Responsibilities
  • Manage a team of approximately 15 employees, providing guidance, leadership, and mentorship to develop and reinforce skills and effectiveness.
  • Monitor inbound call production and performance results, ensuring staff stays within defined production expectations.
  • Correct errant activity and provide feedback, when appropriate, and track daily results of work efforts to ensure required levels of production and efficiency are achieved.
  • Address employee relations issues with staff as necessary, and assist the audit department by performing random sample audits of account records.
  • Supplement the efforts of our Audit Staff by randomly monitoring live calls as needed, and monitor auto-dialer campaigns and collectors' manual calling efforts.
  • Be flexible and able to work different hours/shifts, if needed, and be a good motivator, self-driven, and willing to do what it takes to "get the job done".
  • Cross-train in different departments (loan servicing, performing, consumer etc.), and monitor reports and reviews for the cross-functional areas (loan servicing, inbound, performing, consumer).
  • Oversee phone skills and toll-free numbers, and monitor Paid Time Off (PTO) for team in coordination with the work schedule.
  • Monitor daily reports and send out daily report updates to the team, and perform related duties as assigned by supervisor.
Requirements
  • 6+ years' experience in finance, collections, customer service, or a related industry.
  • Previous management experience or current participant in our internal management training series.
Preferred Qualifications
  • Managerial skills including strong organizational, communication, and leadership skills.
  • Ability to train and motivate employees, and ability to manage data to maximize work efforts.
  • Excellent overall computer skills, and short learning curve.
What We Offer
  • 15 Paid Time Off (PTO) days and 18 after 1st anniversary.
  • 9 Paid Holidays.
  • Employee Engagement Activities.
  • 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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