Shellpoint Mortgage Servicing
Customer Service 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.
Do you enjoy providing excellent service and building strong customer relationships? We need energetic and caring telephone professionals to join our Customer Service team. If selected, youll work in a fast-paced environment, handling incoming calls from homeowners across the country. Youll create a positive customer experience for every caller by identifying their needs, answering their questions, and helping resolve their issues. We are a growing company who likes to reward our top performers with advancement opportunities, a lucrative bonus structure, and even possible work from home privileges. Were looking for friendly, outgoing, well-spoken people who are service-minded, reliable, and flexible.
Duties & responsibilities
The successful candidate will:
Handle all homeowner phone calls in a positive, courteous, and helpful manner.
Identify homeowners concerns, research their issues, and provide answers that meet their needs.
Develop workable solutions that satisfy our homeowners, our client/investors, and our company.
Provide exceptional service during every contact with our homeowners.
Process homeowners mortgage payments.
Achieve company performance goals.
Take part in continuous, on-site, free training in company policies/procedures and industry regulations.
Skills & abilities
The successful candidate needs:
Outstanding professional telephone communication skills.
The ability to work well with homeowners of any mood or personality type.
A positive attitude, with an eagerness to solve problems.
Excellent reasoning and research skills; the ability to see the "big picture" and manage the details.
The ability to safeguard confidential homeowner and company information.
A strong work ethic, high integrity, and well-organized mindset.
The ability to follow instructions but work with minimal direct supervision.
Excellent keyboard skills.
Ability to quickly learn new computer software.
Preferred experience with Hyland OnBase software (document imaging system) or similar solution.
Spanish or bilingual is a plus.
Education & experience
High-school diploma (or equivalent).
Over 1 year of inbound/outbound call-center experience (or any related customer-service experience) preferred.
* 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.