Collections Representative

Who we are

Shellpoint Mortgage Servicing (SMS) is one of Americas 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.

Position overview

Do you enjoy negotiating, solving problems, and providing excellent customer service? We need enthusiastic and success-driven telephone professionals to join our Collections team. If selected, youll work in our fast-paced call center, locating and contacting homeowners across the country to collect past-due mortgage payments. Youll create a positive customer experience for every homeowner by identifying their issues and developing practical payment solutions that help them get current in their mortgage payments. We are a growing company who likes to reward our top performers with advancement opportunities and a lucrative bonus structure. Were looking for assertive and well-spoken yet compassionate negotiators who are dependable, service-minded, and results-oriented.

Duties & responsibilities

• The successful candidate will:

• Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.

• Use a blend of manual and automated calling strategies to locate delinquent homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies.

• Develop workable payment solutions that satisfy both our clients/investors and our company.

• Contact homeowners more frequently as their delinquency increases.

• Process homeowners mortgage payments.

• Arrive at work on-time for all shifts. Reliable transportation to work

• Achieve company performance goals.

• Take part in continuous, on-site, free training in company policies/procedures and industry regulations.

• Consistently represent SMS in a positive and professional manner.

Skills & abilities

• The successful candidate needs:

• English fluency.

• Outstanding negotiation and telephone communication skills.

• Familiarity with Internet-based search techniques (including the use of skip-tracing solutions).

• The ability to maintain professional conduct with people of any mood or personality type.

• 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 keyboard skills.

• Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, etc.).

• Spanish or bilingual is a plus.

• Education & experience

• College degree preferred, High-school diploma (or equivalent) required.

• Over 1 year of collections experience (preferred, but not required).

• Familiarity with lending-related terminology and processes (preferred, but not required).

Work hours

• Monday-Friday, we have the following positions:

• 10am-7pm and 11am-8pm during Daylight Savings months

• We are also open every Saturday (8 a.m. to 3 p.m.) and the last Sunday of each month (4 p.m. to 9 p.m.); some weekend work is required. - Saturday shifts are 4 hours in length and assigned on a rotational basis.

• Evening/night positions include a shift premium.

• Weekend workers may get a half-day off during the week.

• Overtime may be available.

Benefits
* Three weeks PTO (paid time off) for vacation and sick days.
* Paid holidays.
* Medical, dental, vision, life, and pet insurance.
* Short- and long-term disability insurance.
* Adoption- and tuition-assistance programs.
* 401k matching program.
* Performance-based annual bonuses.
* Advancement opportunities

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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