Customer Service Representative - Remote
Company: Shellpoint Mortgage Servicing
Posted on: January 16, 2022
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.
The Successful Candidate Will
Duties & responsibilities
Handle all homeowner phone calls in a positive, courteous, and
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
Process homeowners' mortgage payments.
Achieve company performance goals.
Take part in continuous training in company policies/procedures and
The Successful Candidate Needs
Skills & abilities
Outstanding professional telephone communication skills.
The ability to work from home.
The ability to work well with homeowners of any mood or personality
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
A strong work ethic, high integrity, and well-organized
The ability to follow instructions but work with minimal direct
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.
Mortgage experience preferred.
Hours & System Requirements Your hours and shift will vary based on
call volume and business need, but there is an expectation that a
successful candidate will work in a full-time capacity which will
include 8 hours daily.
10:00 am - 7:00 pm, Monday-Friday, Rotating weekends
11:00 am - 8:00 pm, Monday -Friday, Rotating weekends
Ability to work from home
Secure home office consisting of:
Dedicated high-speed Internet (Cable, DSL, Fiber) with access via a
hardwired connection (not wi-fi)
Dedicated space where others cannot hear voice conversations, is
free from background noise and other distractions
Suitable ergonomic Chair and desk combination suitable for use to
handle a desktop PC and laptop, two monitors, keyboard, mouse and
assorted network gear.
15 Paid Time Off (PTO) days and 18 after 1st anniversary!
8 Paid Holidays
Employee Engagement Activities
Medical (including Health Savings Account & Flexible Savings
Dental - RX - Vision - Life, Disability Insurance - 401(k) Plan
with company match! - Employee Assistance Plan
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,
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.
CA Notice at Collection
Keywords: Shellpoint Mortgage Servicing, Columbus , Customer Service Representative - Remote, Hospitality & Tourism , Columbus, Ohio
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