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Mortgage Collections Consultant

2 months ago

Tempe, Arizona, United States Shellpoint Mortgage Servicing Full time
About Us
Shellpoint Mortgage Servicing (SMS) stands as one of the leading non-bank mortgage servicing firms in the United States. We partner with various financial institutions that possess mortgage loans, including banks and real estate investment firms.

Our role involves managing these loan portfolios, which encompasses collecting mortgage payments from homeowners, settling their tax and insurance obligations, and assisting homeowners who are experiencing difficulties in maintaining their payments.

Key Responsibilities
The Mortgage Collections Consultant plays a crucial role in delivering outstanding customer service within a dynamic call center environment.

This position involves handling incoming customer inquiries and proactively reaching out to homeowners nationwide to recover overdue mortgage payments, assess their challenges, and devise feasible payment arrangements to help them regain their standing.

Our Mortgage Collections Consultant team represents the core of our organization, and we seek individuals who are genuinely dedicated to providing superior customer service.

Main Duties
  • Exhibit positivity, courtesy, and a helpful demeanor in all interactions with homeowners.
  • Utilize a combination of manual and automated outreach methods to identify and connect with homeowners who are behind on payments, understand their situations, and establish tailored payment plans to resolve their delinquencies.
  • Formulate effective payment solutions that meet the needs of both our clients and our organization.
  • Manage incoming customer service inquiries, addressing a variety of questions ranging from website navigation to escrow processes.
  • Process mortgage payments from homeowners.
  • Identify and refer eligible homeowners for refinancing options to the Originations department.
  • Ensure punctuality for all scheduled shifts and maintain reliable transportation or adhere to remote work policies.
  • Meet company performance objectives.
  • Engage in ongoing training regarding company policies, procedures, and industry regulations.
  • Consistently represent the organization in a professional and positive manner.
  • Perform additional duties as assigned by management.
Qualifications
  • A college degree is preferred; a high school diploma (or equivalent) is required.
  • Over one year of experience in collections is preferred but not mandatory.
  • Fluency in English is essential.
  • Exceptional negotiation and communication skills over the phone.
  • Familiarity with online search techniques, including skip-tracing methods.
  • The ability to maintain professionalism in interactions with individuals of varying temperaments.
  • Strong reasoning and research capabilities; able to understand the broader context while managing intricate details.
  • Commitment to safeguarding confidential customer and company information.
  • A solid work ethic, integrity, a positive outlook, and meticulous attention to detail.
  • Ability to follow directives while working independently.
  • Proficient keyboard skills.
  • Competence with Microsoft Windows and Office applications (Word, Excel, Outlook, etc.).
  • Spanish language skills or bilingual proficiency is advantageous.
  • Sales experience is a plus.

This description aims to accurately reflect the requirements of the position, but it does not imply that these are the only responsibilities associated with the role. Management reserves the right to modify, add, or remove duties as necessary.

Company Benefits
  • 15 Paid Time Off (PTO) days, increasing to 18 after the first anniversary.
  • 9 Paid Holidays.
  • Engagement activities for employees.
  • Comprehensive medical coverage, including Health Savings and Flexible Spending Accounts.
  • Dental, vision, life, and disability insurance, along with a 401(k) plan featuring company matching.
  • Performance-based incentives.
  • Pet insurance options.
  • Opportunities for career advancement.
Community Engagement
  • Our Corporate Social Responsibility initiative, Newrez NOW, empowers employees to take leadership roles in their communities through volunteering, philanthropy, and nonprofit support.
  • 1 Volunteer Time Off (VTO) day, allowing employees to participate in a company-sponsored volunteer event with a nonprofit of their choice.
Employee Matching Gifts Program
We match employee donations to eligible nonprofit organizations, dollar-for-dollar, up to $1,000 per employee.
Newrez Grants Program

Newrez provides a giving portal that offers employees a wealth of resources to explore opportunities for donating their time or financial contributions.

Equal Employment Opportunity

We take pride in being an equal opportunity employer and celebrate the diversity of our workforce, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. We believe that diversity makes us stronger.