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 Correspondence & Dispute Specialist II is responsible handling Qualified Written Requests. The job will entail reviewing all written disputes and complaints from borrowers or their authorized representatives, researching and resolving issues, and providing formal written responses within deadlines. The ideal candidate will have a good working knowledge of all aspects of Operations, including payment processing, escrow, taxes, and insurance, boarding, credit reporting, etc., and be able to direct members of those departments in resolving issues. The job will require continuous learning and keeping up to date with the Regulations related to the Real Estate Settlement Procedures Act (“RESPA”), Truth-in Lending Act (“TILA”) the Fair Credit Reporting Act (“FCRA”), the Consumer Financial Protection Bureau (“CFPB”) and policies and procedures regarding Fraud/ID Theft.
Principal Duties
- Prioritize and be able to complete tasks according to regulatory deadlines.
- Research issues to identify root causes and be able to execute a plan of action for resolution.
- Ensure the necessary actions/corrections are made to the accounts, to resolve disputes and complaints.
- Compose written responses to borrower’s (or their authorized representatives) providing final resolution.
- Submit updates to the credit reporting agencies as needed, to resolve credit disputes
- Become subject matter expert in at least one main area of Homeowner Advocacy Dispute classes
- Performs related duties as assigned by supervisor.
Education and Experience Requirements
- High school diploma or equivalent.
- 2-4 years of Mortgage Servicing Experience
- At least 1 year demonstrated quality (no less than 95% quality scores) and productivity performance (no less than 10 resolutions per day average), in the Homeowner Advocacy Department
Knowledge, Skill and Ability Requirements
- Excellent understanding of mortgage servicing industry, escrow, payment application, fees, credit reporting bankruptcy, foreclosure, loss mitigation.
- Must be extremely detail oriented, inquisitive, and have a passion for investigating and problem solving.
- Good written communication skills are needed, including good use of grammar, spelling, punctuation, and sentence structure.
- Excellent research skills required
- Intermediate knowledge of MS Word, MS Excel
- Familiarity with Mortgage Servicing systems is preferred.
- Excellent work ethic, high productivity, deadline driven.
- 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
- Knowledge of credit reporting and FCRA a plus
- MS Word
- Typing Speed & Accuracy
- Math and analytical skills needed
#LI-NT1
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.
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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NewRez Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NewRez and has not been reviewed or approved by NewRez.
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Healthcare Strength — The benefits lineup includes medical, dental, prescription, and vision coverage, with HSA/FSA options plus life and disability insurance. An Employee Assistance Program adds support resources alongside core health coverage.
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Retirement Support — A 401(k) plan with company match is available to support long-term savings. Notes about vesting and tenure clarify how the benefit is earned over time.
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Leave & Time Off Breadth — Paid time off starts at 15 days in year one, rises to 18 after the first anniversary, and includes 8 paid holidays. Additional leave options include parental bonding and family care.
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What We Do
Newrez LLC (Newrez) is a leading nationwide mortgage lender and servicer. As a lender, Newrez focuses on offering a breadth of industry-leading products, supported by a loan process that blends both human interaction and the benefits of technology into an unparalleled customer experience. Founded in 2008 and licensed to lend in 50 states, Newrez is headquartered in Fort Washington, Pennsylvania and operates multiple lending channels, including Correspondent Lending, Wholesale, Direct-to-Consumer, Retail, and a network of joint venture partners. Newrez’s servicing business consists of its performing loan servicing division, Newrez Servicing, and its special servicing division, Shellpoint Mortgage Servicing. Newrez also has several affiliates that perform various services in the mortgage and real estate industries. These include Avenue 365 Lender Services, LLC, a title agency, and E Street Appraisal Management LLC, an appraisal management company. Newrez is member of the New Residential Investment Corp. family. More information is available at www.newrez.com. © 2022 Newrez LLC {f/k/a New Penn Financial, LLC}. All Rights Reserved. {Doing business as Newrez Mortgage in the states of Arkansas and Texas}. {Website approval pending with the New York Department of Financial Services.} This communication does not constitute a commitment to lend or the guarantee of a specified interest rate. All loan programs and availability of cash proceeds are subject to credit, underwriting and property approval. Programs, rates, terms and conditions are subject to change without notice. Other restrictions apply. Newrez LLC, 1100 Virginia Drive, Suite 125, Fort Washington, PA 19034. Corp NMLS#: 3013 (www.nmlsconsumeraccess.org). Additional licenses available at www.newrez.com. Equal Housing Opportunity.
