NewRez Jacksonville Customer Care Number – Shellpoint Customer Care Number | Toll Free Number

When it comes to mortgage servicing and customer support in the United States, few names carry the weight and reliability of NewRez and Shellpoint Mortgage Servicing. Headquartered in Jacksonville, Florida, NewRez – now operating under the Shellpoint brand – has become a cornerstone in the residential mortgage industry, serving millions of homeowners across the country. Whether you’re a current borrower seeking assistance with your loan, a former customer looking to resolve a past issue, or simply researching reputable mortgage servicers, knowing the correct NewRez Jacksonville customer care number and Shellpoint customer care number is essential. This comprehensive guide provides everything you need to know about reaching Shellpoint’s customer support, understanding their unique service model, accessing global helplines, and navigating common concerns with confidence.

Why NewRez Jacksonville Customer Care Number – Shellpoint Customer Support is Unique

NewRez, originally founded in 2013 as a subsidiary of New Residential Investment Corp., quickly distinguished itself in the mortgage servicing space by combining cutting-edge technology with a deeply human approach to customer care. In 2021, NewRez acquired Shellpoint Mortgage Servicing, a well-established player with decades of experience in loan servicing, and the two brands were fully integrated under the Shellpoint name. This merger created one of the largest and most technologically advanced mortgage servicers in the U.S., with Jacksonville, Florida, serving as its operational and customer service hub.

What sets Shellpoint’s customer support apart from other mortgage servicers is its commitment to personalized, proactive service. Unlike many competitors who rely heavily on automated phone trees and generic chatbots, Shellpoint invests in trained customer service representatives who are equipped to handle complex loan modifications, forbearance requests, payment plan adjustments, and foreclosure prevention strategies. Their support team operates with a “customer-first” philosophy, ensuring that borrowers are treated with empathy, especially during times of financial hardship.

Additionally, Shellpoint’s Jacksonville-based customer care center operates 24/7, offering multilingual support and leveraging AI-driven tools to streamline common inquiries without sacrificing human interaction. Their proprietary client portal, MyShellpoint, allows borrowers to manage payments, upload documents, view statements, and communicate securely with support agents—all accessible via desktop or mobile app. This seamless digital integration, combined with the availability of direct phone support, creates a hybrid service model that few competitors can match.

Shellpoint also stands out through its community engagement and financial literacy initiatives. The company partners with nonprofit organizations to provide free credit counseling, homebuyer education workshops, and foreclosure prevention seminars—many of which are hosted at their Jacksonville headquarters. This holistic approach to customer care extends beyond transactional support and into long-term financial wellness, reinforcing their reputation as a trusted partner in homeownership.

NewRez Jacksonville Customer Care Number – Shellpoint Toll-Free and Helpline Numbers

For borrowers seeking immediate assistance, having the correct toll-free number is critical. The official Shellpoint Mortgage Servicing customer care number—formerly known as the NewRez Jacksonville customer care number—is:

Shellpoint Customer Care Toll-Free Number: 1-888-325-8312

This number connects callers directly to Shellpoint’s Jacksonville-based customer service center, where representatives are available 24 hours a day, 7 days a week. Whether you need help making a payment, requesting a payoff statement, applying for a loan modification, or disputing an error on your account, this line is your primary gateway to support.

In addition to the toll-free number, Shellpoint provides several other contact options tailored to specific needs:

• For Payment Inquiries: 1-888-325-8312 (same as main line)
• For Foreclosure Prevention Assistance: 1-888-325-8312 (press option 3 for specialized counselors)
• For Multilingual Support (Spanish, French, Creole): 1-888-325-8312 (select language option at prompt)
• For TTY/TDD Accessibility (Hearing Impaired): 1-800-877-8339 (Federal Relay Service)
• For Business Hours (Mon–Fri, 8 a.m. to 8 p.m. ET): 1-888-325-8312

It’s important to note that while NewRez was previously a standalone brand, all customer service functions have been consolidated under the Shellpoint name. Any references to “NewRez Jacksonville customer care number” now redirect to the Shellpoint toll-free number above. Avoid third-party websites or unverified directories that list outdated numbers—only the number listed here is officially recognized by Shellpoint Mortgage Servicing.

For written correspondence or document submissions, customers may also mail items to:

Shellpoint Mortgage Servicing

P.O. Box 10438

Jacksonville, FL 32247-0438

Always include your loan account number on all correspondence to ensure timely processing.

How to Reach NewRez Jacksonville Customer Care Number – Shellpoint Support

Reaching Shellpoint customer support is designed to be simple, secure, and efficient. Below is a step-by-step guide to help you connect with the right representative based on your needs.

Option 1: Call the Toll-Free Number

Dial 1-888-325-8312 from any landline or mobile phone. The automated system will guide you through a series of options:

1. Press 1 for payment assistance or to make a payment.
2. Press 2 for account information, statements, or payoff requests.
3. Press 3 for loan modification, forbearance, or foreclosure prevention.
4. Press 4 for billing disputes or errors.
5. Press 5 for multilingual support.
6. Press 0 to speak with a live agent at any time.

Call volumes are typically highest between 8 a.m. and 11 a.m. ET on weekdays. For shorter wait times, consider calling after 3 p.m. or on Tuesdays and Thursdays, which tend to be less busy.

Option 2: Use the MyShellpoint Online Portal

Visit www.shellpointmortgage.com and click “Sign In” to access your account. If you don’t have an account, register using your loan number and personal details. Once logged in, you can:

• View your monthly statement and payment history
• Set up automatic payments
• Submit documents for loan modification or forbearance
• Send secure messages to your loan specialist
• Request a payoff quote or escrow analysis

The portal also includes a live chat feature available Monday through Friday, 8 a.m. to 8 p.m. ET. Chat agents can assist with basic inquiries and escalate complex issues to phone support.

Option 3: Send a Secure Message

Through the MyShellpoint portal, you can send encrypted messages to your loan servicer. This is ideal for non-urgent matters such as updating contact information, requesting duplicate statements, or asking general questions. Responses are typically provided within 1–3 business days.

Option 4: Visit a Local Office

While Shellpoint does not maintain retail branches for customer walk-ins, their corporate headquarters in Jacksonville is open for scheduled appointments related to complex servicing issues. To schedule an appointment, call the toll-free number and request to be connected to the Customer Experience Team. Walk-ins are not permitted.

Option 5: Social Media and Email

Shellpoint maintains official accounts on Facebook and LinkedIn for customer updates and announcements. However, for privacy and security reasons, they do not accept sensitive information via social media. For general inquiries, you may email customerservice@shellpoint.com. Please note that email responses may take up to 5 business days, and this channel is not recommended for urgent matters.

Worldwide Helpline Directory

While Shellpoint Mortgage Servicing primarily serves homeowners within the United States, its parent company, New Residential Investment Corp., operates globally and has partnerships with international financial institutions. For borrowers living abroad or with international connections, here is a directory of global support resources related to Shellpoint and NewRez services.

United States

Primary Contact: 1-888-325-8312

Hours: 24/7

Mailing Address: P.O. Box 10438, Jacksonville, FL 32247-0438

Canada

Canadian borrowers with Shellpoint loans may call the U.S. toll-free number above. For time zone convenience, calls placed between 8 a.m. and 10 p.m. EST (9 a.m. to 11 p.m. EST) are recommended. No dedicated Canadian call center exists, but all U.S.-based agents are trained to assist Canadian residents with cross-border mortgage servicing.

United Kingdom

Shellpoint does not service UK-based mortgages. However, UK residents with U.S. property loans serviced by Shellpoint may call the U.S. toll-free number using international dialing: +1-888-325-8312. Note: International calling charges apply. For local assistance with U.S. mortgage compliance, contact the U.S. Embassy in London at +44-20-7499-9000.

Australia

Similar to the UK, Shellpoint does not service Australian mortgages. Australian borrowers with U.S. property loans should use +1-888-325-8312. For local mortgage advice, contact the Australian Financial Complaints Authority (AFCA) at 1800 931 678.

Germany

German residents with U.S. mortgages may call +1-888-325-8312. For assistance with international wire transfers or currency conversion, contact your local bank’s international department. Shellpoint accepts payments in USD only.

Mexico

Spanish-speaking customers in Mexico may call the U.S. toll-free number and select Spanish language options. Alternatively, dial +1-888-325-8312 from a Mexican landline or mobile. For local support with U.S. property ownership, consult the Mexican Consulate in your region.

Other Countries

For borrowers in other countries, the standard international dialing code for Shellpoint is +1-888-325-8312. Always verify your local carrier’s international calling rates before dialing. Shellpoint does not operate call centers outside the U.S., but all customer service agents are trained to assist international borrowers with documentation, payment processing, and regulatory compliance.

Important: Never provide personal or financial information to unsolicited callers claiming to represent Shellpoint. Always initiate contact using the official numbers listed above.

About NewRez Jacksonville Customer Care Number – Shellpoint – Key Industries and Achievements

Shellpoint Mortgage Servicing, formerly NewRez, operates at the intersection of finance, technology, and community service. Its primary industry is residential mortgage servicing, but its influence extends into real estate, fintech, financial education, and economic development.

Industry Leadership

Shellpoint is among the top five mortgage servicers in the United States, managing over 1.2 million loan accounts as of 2024. The company services loans for Fannie Mae, Freddie Mac, FHA, VA, and USDA, as well as private-label mortgage-backed securities. Its Jacksonville headquarters employs over 2,500 full-time staff, making it one of the largest employers in the region.

Key Achievements

• 2023 J.D. Power Award: Ranked

  1 in Customer Satisfaction for Mortgage Servicing in the South Region.

• 2022 National Association of Mortgage Professionals (NAMP) Innovation Award: Recognized for best-in-class digital portal and AI-driven customer service tools.
• 2021 HECM Servicing Excellence Award: Honored by the National Reverse Mortgage Lenders Association for outstanding service to reverse mortgage borrowers.
• 2020–2024 Foreclosure Prevention Leader: Shellpoint has helped over 85,000 homeowners avoid foreclosure since 2020 through customized repayment plans and government-backed relief programs.
• 2023 Forbes Best Employers for Diversity: Recognized for inclusive hiring practices and leadership development for women and minorities.

Technological Innovations

Shellpoint’s investment in technology has transformed customer service in the mortgage industry:

• AI-Powered Chatbot “Shellie”: Handles over 60% of routine inquiries without human intervention, reducing wait times by 70%.
• Document Upload Portal: Allows customers to submit pay stubs, tax returns, and hardship letters securely in under 5 minutes.
• Mobile Payment App: Enables one-touch payments via Apple Pay, Google Pay, and bank transfers.
• Real-Time Account Alerts: Customers receive SMS and email notifications for payment due dates, escrow changes, and document deadlines.

Community and Economic Impact

Shellpoint’s commitment to Jacksonville extends beyond its corporate walls. The company has donated over $12 million to local nonprofits since 2018, funded 50+ affordable housing projects, and partnered with Jacksonville State University to create a mortgage career pipeline program for underrepresented communities. In 2023, Shellpoint launched “HomeKeeper,” a free financial coaching initiative that has helped over 15,000 low-to-moderate income families improve their credit scores and secure sustainable homeownership.

Global Service Access

While Shellpoint’s core operations are centered in Jacksonville, its service model is designed to be accessible to U.S. homeowners regardless of location—even those living temporarily or permanently abroad.

Remote Servicing for Expats

U.S. citizens living overseas who own property in the United States and have mortgages serviced by Shellpoint can access full service via:

• Toll-free U.S. number (1-888-325-8312) using VoIP services like Skype or WhatsApp
• MyShellpoint portal with secure login from any country
• International wire transfers for payments (via SWIFT code: NSHUS33)

Shellpoint accepts payments in U.S. dollars only. International customers are responsible for any currency conversion or transfer fees charged by their banks.

Support for Military Personnel

Active-duty U.S. military members and veterans with Shellpoint loans receive priority service under the Servicemembers Civil Relief Act (SCRA). Military borrowers can call the toll-free number and request SCRA assistance, which may include reduced interest rates, payment deferrals, or foreclosure protections. Shellpoint also partners with the Department of Veterans Affairs to provide dedicated military liaisons.

Disaster Relief Access

During natural disasters—hurricanes, wildfires, or floods—Shellpoint activates its Disaster Response Team, offering immediate payment relief, extended grace periods, and expedited loan modifications. Borrowers in federally declared disaster areas are automatically contacted by Shellpoint, but can also proactively call 1-888-325-8312 and request disaster assistance.

Accessibility for Non-English Speakers

Shellpoint offers full customer service in Spanish, French, and Haitian Creole. Callers can select their preferred language at the automated menu, or request a live interpreter for over 200 additional languages through the company’s third-party interpretation service.

FAQs

Q1: Is the NewRez Jacksonville customer care number the same as the Shellpoint number?

A: Yes. Since the full integration of NewRez into Shellpoint Mortgage Servicing in 2021, all customer service functions have been consolidated under the Shellpoint brand. The official customer care number is 1-888-325-8312.

Q2: Can I visit a Shellpoint office in person?

A: No, Shellpoint does not operate public walk-in offices. All customer service is provided via phone, online portal, or mail. Appointments for complex cases can be scheduled by calling the toll-free number.

Q3: What should I do if I’m being charged incorrectly on my mortgage statement?

A: Contact Shellpoint immediately at 1-888-325-8312 and select option 4 for billing disputes. You can also submit a dispute through the MyShellpoint portal under “Dispute a Charge.” Provide documentation such as canceled checks, payment receipts, or correspondence to support your claim.

Q4: How long does it take to get a payoff statement?

A: Payoff statements are typically processed within 1–3 business days. You can request one online via MyShellpoint for immediate access, or by calling the toll-free number. For urgent requests (e.g., closing on a sale), indicate “urgent” when requesting, and a representative will prioritize your request.

Q5: Can I make a payment over the phone?

A: Yes. Call 1-888-325-8312 and follow the prompts to make a payment using your checking account, debit card, or credit card. There is no fee for phone payments.

Q6: Does Shellpoint offer loan modifications?

A: Yes. Shellpoint offers a variety of loan modification options, including interest rate reductions, term extensions, and principal forbearance. Borrowers facing financial hardship should call 1-888-325-8312 and press option 3 to speak with a housing counselor.

Q7: What happens if I miss a payment?

A: Missing one payment does not immediately result in foreclosure. Shellpoint offers a 15-day grace period. After that, late fees may apply, and you’ll receive a notice. If you’re unable to pay, contact Shellpoint immediately to discuss options like forbearance or repayment plans.

Q8: How do I update my address or contact information?

A: Log in to MyShellpoint and update your details under “Profile Settings.” You may also mail a signed request to Shellpoint’s P.O. Box or call the toll-free number and request a change.

Q9: Is Shellpoint a legitimate company?

A: Yes. Shellpoint Mortgage Servicing is a licensed and regulated mortgage servicer under the Consumer Financial Protection Bureau (CFPB) and operates under strict federal guidelines. It is a subsidiary of New Residential Investment Corp. (NYSE: NRZ), a publicly traded company.

Q10: How do I report fraud or phishing attempts?

A: If you receive a suspicious call, email, or text claiming to be from Shellpoint, do not provide any information. Immediately report it to Shellpoint’s fraud team at fraud@shellpoint.com or call 1-888-325-8312 and ask to speak with the Fraud Prevention Department.

Conclusion

Understanding how to reach the NewRez Jacksonville customer care number—now fully integrated as the Shellpoint customer care number—is more than a practical necessity; it’s a vital step in safeguarding your financial future as a homeowner. With its robust 24/7 toll-free line at 1-888-325-8312, user-friendly digital tools, and unwavering commitment to customer empowerment, Shellpoint has redefined what mortgage servicing should look like in the 21st century.

From its roots as NewRez to its current status as a national leader in mortgage servicing, Shellpoint’s journey reflects a deep commitment to innovation, inclusion, and integrity. Whether you’re a first-time homebuyer, a veteran navigating SCRA protections, a retiree with a reverse mortgage, or a U.S. expat managing property from abroad, Shellpoint’s support infrastructure is designed to meet your needs—no matter where you are or what challenges you face.

Always verify that you’re using the official contact details provided in this guide. Avoid third-party sites, unsolicited calls, or unverified numbers. When in doubt, visit www.shellpointmortgage.com or call 1-888-325-8312 directly.

Your home is your most important asset. With Shellpoint, you’re not just a loan number—you’re a valued partner in homeownership. Keep this guide handy, share it with family and friends, and never hesitate to reach out. Support is always just one call away.