Customer Service Representative

Customer Service Representative - Remote

Shellpoint Mortgage Servicing Tempe, Arizona, United States

Customer Service Representative - Remote

Customer Service Representative - Remote

Shellpoint Mortgage Servicing Tempe, AZ

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• 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 training in company policies/procedures and industry regulations.

• English fluency.
• Outstanding professional telephone communication skills.
• The ability to work from home.
• 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.

• High-school diploma (or equivalent).
• Over 1 year of inbound/outbound call-center experience.
• Mortgage experience preferred.

• 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.
• Available shifts:
• 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

• 15 Paid Time Off (PTO) days and 18 after 1st anniversary!
• 8 Paid Holidays
• Employee Engagement Activities

• Medical (including Health Savings Account & Flexible Savings Account)
• Dental - RX – Vision – Life, Disability Insurance – 401(k) Plan with company match! – Employee Assistance Plan
• Tuition-Assistance Programs
• Performance-based Incentives
• Pet Insurance
• Advancement Opportunities

• 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

• Seniority level

  Associate

• Employment type

  Full-time

• Job function

  Customer Service and Information Technology

• Industries

  Financial Services

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