Job Description

WHO WE ARE

Shellpoint Mortgage Servicing (SMS) is America’s 5th-largest third-party mortgage servicing company. 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: We collect homeowners’ mortgage payments, pay homeowners’ tax and insurance bills, and help homeowners in default to get current.

SUMMARY:

Works with the Loss Mitigation team to optimize attendance, schedules, PTO requests, setup new hire profiles and monitor dialer campaigns daily.

RESPONSIBILITIES:

• Undertakes special projects related to departmental activities and performs other duties as assigned
• Contributes to the progress of the department by understanding the measurements used to define success and how they can positively impact those measurements
• Ensures compliance with company policies and procedures
• Performs other duties as assigned
• Track attendance based on WFM call in line and RTA observation for multiple teams/departments/sites.
• Intraday real time monitoring of KPI’s for all workgroups and sites.
• Drive real time adherence to achieve maximum efficiencies.
• Create schedules for all staff including trainings, meetings, breaks, lunches, and town hall events.
• Setup new hire profiles in WFM platform and linking CMS to reflect real time activity.
• Actively optimizing staff schedules based on forecast, attendance, and planned events.
• Routinely reviewing all current PTO requests.
• Communicate changes to incoming call patterns to Sr Leadership.
• Manage campaigns throughout the day so that the pacing is optimized for job completion
• Conduct champion challenges strategies
• Ensure the timeliness of all job readiness
• Conduct regular checks on all telephony reporting that data is reporting as designed/expected
• Communicate any issues that may affect the business to management in advance or immediately upon any discoveries of issues
• Ensure that trunk lines/licensing are available for business continuity

QUALIFICATIONS/SKILLS:

• 3+ years of experience in a contact center environment.

• 1+ years of previous experience in a WFM Analyst Role.

• Experience with Verint or other WFM platforms.

• Demonstrated knowledge and understanding of call center KPI metrics.

• Proficient in Microsoft Word and Excel.

• Demonstrated strong skill set for organization and attention to detail

• Self-Motivated.  Ability to work independently with minimal supervision

• Strong analytical, problem solving and mathematical skills to be used to improve team’s performance

• Ability to work overtime as needed

• Understanding of mortgage lending and servicing

EDUCATIONAL REQUIREMENTS:

• High School Diploma required; college degree preferred but not required

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