Manager - Loan Servicing (On-site)

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 Manager - Loan Servicing is responsible for managing support operation functions within loan servicing. Responsible for overseeing the Loan Servicing team, being the single point of contact for identified clients.

Direct Reports:

Supervisor - Loan Servicing Team

Supervisor – Inquiry Team

Supervisor – Universal Team

Principal Duties:

Manage and supervise team of loan servicing, universal and loan inquiry team members.

Monitor tasks and assignments on a daily basis and be accountable for compliance with deadlines and service level agreements.

Oversee Loan Servicing inboxes and worklists, ensuring team is meeting set KPIs.

Establish goals and expectations for Loan Servicing employees.

Be the point of contact for identified clients and quickly respond to any requests for resolving their issues/concerns.

Communicate and coordinate efforts with appropriate departments and follow through to resolution.

Coordinate training for new hires.

Serve as a central contact for loan servicing and help with questions within the team or from other departments.

Maintain expert knowledge of all Loan Servicing processes & practices, and assist with updating written procedures

Monitor work volumes, reporting on results as well as forecasting for future needs

Set goals, conduct annual reviews, address training and disciplinary issues, and approve timecards and time off requests with direct reports.

Performs related duties as assigned by management.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked as essential on-site may still require partial on-site work to perform the role satisfactorily.

Education and Experience

High school diploma or equivalent, required.

Bachelor’s degree, preferred.

6-8 years’ finance, loan servicing, compliance, billing statement or related experience.

Compliance experience required.

Previous supervisory experience.

Experience leading individuals.

Knowledge, Skills, and Abilities

Positive and helpful attitude and be able to behave as a role model when supervising and coaching team members.

General management skills required, including strong organizational, communication and leadership skills (preferably in a production environment).

Strong written communication skills and knowledge of the English language. Acute attention to detail, research, and problem-solving skills.

Advanced understanding of Mortgage and Regulations.

Excellent PC skills including knowledge of MS Word and MS Excel.

Familiarity with mortgage/loan Servicing Systems.

Excellent work ethic and strong sense of accountability.

Short learning curve related to assimilation of new skills and tasks.

Ability to multi-task as well as quickly adapt to changing work assignments.

Strong analytical and problem-solving skills.

Well-organized and detail oriented.

Understanding of loan servicing systems.

Self-motivated professional with ability to prioritize and delegate assignments.

Ability to interact professionally with others.

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.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

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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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