Shellpoint Mortgage Servicing

Sioux Falls, SD

Supervisor - Customer Service

Posted over 1 month ago

Job Description

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.

The Inbound Supervisor is a seasoned Mortgage Customer Service employee with prior management. This individual will be responsible for supervising the Virtual Inbound Customer Service team from one of our locations.


  • Responsible for maintaining a staff of approximately 12-15 remote employees.

  • Provide guidance and leadership and mentor remote staff to develop and reinforce skills and effectiveness.

  • Monitor inbound call production and performance results. Ensure staff stays within defined production expectations (e.g., calls per hour, talk time, quality, etc)

  • Correct errant activity and provide feedback, when appropriate.

  • Track daily results of work efforts to assure required levels of production and efficiency are achieved.

  • Maintain implementation of processes unique to the home work environment management system. This includes managing a virtual recognition plan, coaching plan and management feedback process.

  • Address employee relations issues with staff as necessary.

  • 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.

  • This individual must be flexible and able to work different hours/shifts, if needed.

  • Must be a good motivator, self-driven, and willing to do what it takes to "get the job done".

  • Oversee phone skills and understand the call routing tree/options

  • Monitor Paid Time Off (PTO) for team in coordination with the work schedule.

  • Monitor unscheduled time off and address with reps when issues arise.

  • Monitor daily reports and send out daily report updates to the team.

  • Virtually meet with remote employees to review daily production and performance results and addresses successes and developmental opportunities.


  • 5+ years experience call center environment. Preferably at a supervisor or team lead position.

  • Previous virtual call center management experience preferred.

  • Managerial skills including strong organizational, communication, and leadership skills.

  • Ability to train and motivate employees in a remote location.

  • Ability to manage data to maximize work efforts.

  • Excellent overall computer skills.

  • Short learning curve.

Educational Requirements:

  • College Degree preferred but not required

* 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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