Universal Team Specialist (On-Site) - Greenville South Carolina

Company: NewRez LLC
Location: Greenville, South Carolina
Posted On: 05/18/2024

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 Universal Team Specialist is responsible for supporting the Special Servicing Division by providing account maintenance and administrative support, and allowing other areas of the division to focus on recovery efforts. Must also be the front line for the company to assist with the incoming call volume on schedule calendar days.

Responsibilities:

• Review and address emails from other members of the Special Servicing Division, process changes and account updates.
  
• Review and address emails and faxes from borrowers and attorneys, make the appropriate updates/indexing to accounts.
  
• Retrieve faxes from MERS and process legal documents/update lien information.
  
• Pull tasks from the Loan Servicing Share Point site and process requests/update accounts.
  
• Set up ACH plans when authorization forms are received.
  
• Mail sorting/ processing/ distribution.
  
• Maintain knowledge of escrow and be able to assist Collectors/CS agents with questions regarding escrow.
  
• Assist with inbound and collection calls when needed.
  
• Answering inquiries
  
• Resolving problems
  
• Fulfilling consumer request
  
• Maintaining daily team and individual goals
  
• Clarifying desired information for consumers questions
  
• Escalating unresolved problems
  
• Researching and fulfill request by clarifying desired information,
  
• Completing transactions (entering payments, task, complaints as needed)
  
• Transfer calls as needed
  
• Following established policy & procedures
  
• Keeping job knowledge updated
  
• Key organization skills
  
• Accept ownership of all individual actions
  
• Team building skills and people skills
  
• Good Listener
  
• Clear Phone and verbal communication skills
  
• Be able to Multi-task
  Qualifications/Skills:
  • Advanced understanding of Mortgage and Consumer finance a plus
    
  • Intermediate knowledge of MS Word, MS Excel, and MS Access needed
    
  • Familiarity with ILS needed
    
  • Excellent work ethic, high productivity, and acute attention to detail needed
    
  • Must possess a short learning curve related to assimilation of new skills and tasks
    
  • Superior written and verbal communication, follow up skills and a strong sense of accountability a must
    
  • Superior organizational skills needed
    
  • Ability to multi-task as well as quickly adapt to changing work assignments
    
  • 1+ year(s) direct customer service experience
    
  • Extensive process knowledge
    
  • Ability to identify process gaps and trends
    
    • Preferred knowledge of using OnBase
      
    • Preferred knowledge of processing all types of Correspondence/ACDV's
      
    • Flexibility concerning job functions and scheduling
      
    • Ability to maintain confidential information
      
    • Ability to use cognitive skills to determine resolutions to customer inquiries
      
    • Excellent communication skills and ability to work with a diverse team
      
    • Excellent work ethic and integrity
      
    • Detail-oriented, analytical, and extremely organized
      
    • Ability to work individually with minimal supervision
      
    • Computer proficient with various MS Office applications and efficient typing skills
      
    • Must become Company certified in compliance with the FDCPA
      Educational Requirements:
      • High School Diploma required.
        
        
        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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