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

The Supervisor Homeowner Advocacy is responsible for supervising the Homeowner Advocacy Team in their work of investigating and responding to consumer complaints. This position is designed to ensure productivity, quality, and training to is adequate for the team to resolve consumer complaints quickly before they escalate, to prevent more risk and exposure to the company, and improve the overall customer experience. The Supervisor will work with various department leaders to investigate and escalate issues to ensure resolution is achieved for the consumer. They will be required to supervise and train the team, provide progress updates to Management, and ensure timely resolution for the consumer.

Direct Reports

  Correspondence & Dispute Specialist

Principal Duties

Supervise and assist team in research of consumer’s loan to determine the problem and next steps toward resolution.Lead escalation management activities, such as checkpoint calls for customer issues and reportingProactively monitor high priority escalation cases and provide assistance to prevent escalationsEscalate issues with other department leaders on tasks that their department needs to complete before a resolution can be reached for the consumer.Monitor updates and maintenance of the consumer complaint database for complaints.Deliver tracking updates and reporting to Compliance Management for productivity and complaint trending.Create employee Improvement Action Plan for Escalation Specialist success.Ensure resource prioritization and resolution of customer escalated issues.Perform other duties as assigned by management.

Education and Experience Requirements  

High School Diploma required; Bachelor’s degree preferred.6+ years related experience.Prior supervisory experience.

Knowledge, Skill, and Ability Requirements 

Required knowledge, skills, and ability.Well-rounded knowledge of Mortgage, Consumer finance and loss mitigation a plusSuperior Customer Service and verbal/phone communication skills is a mustGeneral mortgage servicing compliance knowledgeIntermediate knowledge of MS Word, MS Excel, Outlook, and MS Access neededFamiliarity with SQL, Tableau, and ILS systemsMust possess a short learning curve related to assimilation of new skills and tasksSuperior organizational skills neededAbility to multi-task as well as quickly adapt to changing work assignments

#LI-NT1

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.

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