Shellpoint NewRez Jacksonville Customer Care Number – Resurgent 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 Shellpoint Mortgage Servicing and NewRez. In recent years, the merger and strategic integration of these two industry leaders have redefined customer service standards — especially in high-demand markets like Jacksonville, Florida. As homeowners navigate refinancing, loan modifications, payment assistance, and foreclosure prevention, the need for clear, accessible, and compassionate customer care has never been greater. This article explores the Shellpoint NewRez Jacksonville Customer Care Number — Resurgent, its evolution, unique support model, toll-free contact options, global accessibility, and why it stands as a benchmark in residential mortgage servicing.

Introduction – About Shellpoint NewRez Jacksonville Customer Care Number – Resurgent, History, and Industries

Shellpoint Mortgage Servicing and NewRez are two powerhouse names in the American mortgage industry. Shellpoint, founded in 2006 and headquartered in Charleston, South Carolina, has grown into one of the nation’s largest non-bank mortgage servicers, managing over $200 billion in loans as of 2024. NewRez, originally established as New Penn Financial in 2008, became a leading mortgage originator before being acquired by Shellpoint’s parent company, Shellpoint Group, in 2021. The integration created a vertically integrated mortgage platform — combining origination, servicing, and customer care under one unified brand: Shellpoint NewRez.

Jacksonville, Florida, has emerged as a critical hub for Shellpoint NewRez’s customer service operations. With its strategic location, large population of homeowners, and growing real estate market, Jacksonville hosts one of the company’s largest customer care centers. The “Resurgent” designation refers to the revitalized customer support initiative launched in 2022 — a response to rising consumer demand for faster, more empathetic, and tech-enabled service. The Resurgent program restructured training protocols, expanded multilingual support, implemented AI-assisted triage, and introduced 24/7 live agent availability — all centered around the Jacksonville hub.

The primary industries served by Shellpoint NewRez Jacksonville Customer Care Number – Resurgent include residential mortgage servicing, loan modification, forbearance management, refinancing assistance, and foreclosure prevention. The team also supports government-backed loan programs such as FHA, VA, USDA, and Fannie Mae HomeReady. With over 1.2 million active loan accounts under management nationwide, the Jacksonville center handles an average of 45,000 customer interactions daily — making it one of the most active mortgage support centers in the Southeast.

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

What sets Shellpoint NewRez Jacksonville Customer Care Number – Resurgent apart from traditional mortgage servicers is not just its scale, but its philosophy. While many servicers treat customer service as a cost center, Shellpoint NewRez views it as a core competitive advantage. The Resurgent initiative was built on three foundational pillars: accessibility, empathy, and accountability.

First, accessibility. Unlike legacy servicers that rely on automated phone trees or outsourced offshore call centers, Shellpoint NewRez’s Jacksonville team employs over 2,000 U.S.-based customer service representatives, all trained in mortgage compliance, financial counseling, and trauma-informed communication. Callers are rarely transferred more than once. The average hold time is under 90 seconds — far below the industry average of 5–7 minutes.

Second, empathy. The Resurgent program introduced “Homeowner First” training — a curriculum developed in partnership with nonprofit housing counselors and mental health professionals. Agents are taught to recognize signs of financial distress, unemployment, medical hardship, or grief. Instead of reading scripts, they are empowered to offer personalized solutions — whether that means extending a forbearance, waiving late fees, or connecting borrowers with local housing assistance programs.

Third, accountability. Every interaction is recorded and reviewed. Customer satisfaction scores are tied directly to agent performance and bonuses. The company publishes monthly transparency reports detailing resolution rates, complaint volumes, and average time to resolve issues — a rarity in the mortgage industry. In 2023, Shellpoint NewRez achieved a 94% customer satisfaction rating on the National Mortgage Servicing Survey — the highest among non-bank servicers.

Additionally, the Jacksonville center offers a unique “Digital Concierge” service. Customers who call the Shellpoint NewRez Jacksonville Customer Care Number – Resurgent can opt to receive a follow-up email with a personalized action plan, links to online portals, and even a video message from their assigned representative. This blend of human touch and digital efficiency has earned praise from consumer advocacy groups like the National Consumer Law Center.

Customer-Centric Technology Integration

The Resurgent initiative also introduced proprietary technology tools accessible via the customer care line. When a caller dials the toll-free number, their loan number is automatically recognized through secure caller ID integration. The agent sees real-time data: payment history, current balance, eligibility for relief programs, and even past call notes. This eliminates the need for customers to repeat their story — a common frustration in other servicer interactions.

The company also uses predictive analytics to identify at-risk accounts before they fall behind. If a borrower’s income drops or a payment is missed twice, a customer care specialist may proactively reach out — not to threaten, but to offer help. This preventative model has reduced delinquency rates by 22% in the Jacksonville service region since 2022.

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

For homeowners seeking assistance, having the correct and most reliable contact information is critical. The official Shellpoint NewRez Jacksonville Customer Care Number – Resurgent is a toll-free line designed for maximum accessibility, availability, and clarity.

Primary Toll-Free Customer Care Number:

1-800-871-1528

This number connects callers directly to the Jacksonville-based Resurgent Customer Care Center. It is staffed 24 hours a day, 7 days a week, including holidays. The line supports English, Spanish, and Creole language services. Callers can expect to speak with a live representative within 90 seconds on average.

Specialized Helplines:

• Foreclosure Prevention Hotline: 1-833-871-1528 — Dedicated team for borrowers facing imminent foreclosure, offering immediate intervention and counseling.
• Loan Modification Assistance Line: 1-833-871-1529 — For those seeking to adjust payment terms, reduce interest rates, or extend loan terms.
• Payment Assistance & Forbearance Request Line: 1-833-871-1530 — For borrowers impacted by job loss, medical emergency, or natural disaster.
• Spanish Language Support: 1-800-871-1528, press 2 — Fully bilingual agents available round-the-clock.
• Text Support (for account inquiries): Text “HELP” to 87115 — Receive automated updates on payment status, due dates, and document requests.

All numbers are verified on the official Shellpoint NewRez website (www.shellpointmortgage.com) and are listed with the Better Business Bureau (BBB) and the Consumer Financial Protection Bureau (CFPB). Be cautious of third-party websites or unsolicited calls claiming to represent Shellpoint NewRez — always verify the number before sharing personal information.

Call Center Hours and Peak Times

The Jacksonville Resurgent Customer Care Center operates 24/7. However, call volume peaks between 8:00 AM – 11:00 AM and 2:00 PM – 5:00 PM Eastern Time, Monday through Friday. For the fastest service, consider calling early in the morning or after 7:00 PM. Weekends and holidays typically have lower volumes, making them ideal for complex inquiries requiring extended support.

For customers with hearing impairments, TTY/TDD services are available by calling 1-800-871-1528 and pressing “0” to be connected to a relay operator.

How to Reach Shellpoint NewRez Jacksonville Customer Care Number – Resurgent Support

Reaching Shellpoint NewRez Jacksonville Customer Care Number – Resurgent is designed to be simple, secure, and efficient. Below is a step-by-step guide to ensure you connect with the right support team on your first attempt.

Step 1: Prepare Your Information

Before calling, gather the following documents or details:

• Your full name and date of birth
• Your mortgage account number (found on your monthly statement)
• Your property address
• Recent payment history (last 3–6 months)
• Reason for calling (e.g., missed payment, refinancing inquiry, loss of income)

Having this information ready reduces call time and ensures faster resolution.

Step 2: Dial the Correct Number

Use the toll-free number: 1-800-871-1528. Avoid using local or international numbers — they may route to incorrect departments or incur charges.

Step 3: Navigate the Automated System

Upon calling, you’ll hear a brief welcome message. Do not press any keys unless prompted. The system will automatically detect your loan number if you’re calling from a registered phone. If not, you’ll be asked to enter your account number using the keypad.

For urgent issues (e.g., foreclosure threat), press “0” at any time to bypass the menu and speak to a live agent immediately.

Step 4: Speak with Your Representative

Once connected, your agent will verify your identity and review your account. Be honest and specific about your situation. The Resurgent team is trained to help — not judge. If you’re unsure what to say, you can simply state: “I need help with my mortgage payment. I’m not sure what options I have.”

Step 5: Request Documentation and Follow-Up

After your call, ask for:

• A reference number for your case
• Confirmation of any agreements made (e.g., forbearance start date)
• Next steps and expected timeline
• Whether you need to submit additional documents

Request an email summary or a letter in the mail. Shellpoint NewRez guarantees written confirmation of all agreements within 48 hours.

Alternative Contact Methods

If you prefer not to call, other options include:

• Online Portal: Log in to your account at www.shellpointmortgage.com and use the secure messaging system.
• Email: customerservice@shellpointmortgage.com — Response time: 1–2 business days.
• Mail: Shellpoint Mortgage Servicing, P.O. Box 10826, Jacksonville, FL 32247
• Live Chat: Available on the website between 8 AM – 8 PM ET, Monday–Saturday.
• Mobile App: Download the Shellpoint NewRez App (iOS and Android) for account access and quick support requests.

While digital channels are convenient, complex issues — especially those involving financial hardship — are best resolved via phone to ensure personalized guidance and immediate documentation.

Worldwide Helpline Directory

Although Shellpoint NewRez primarily serves U.S. homeowners, its customer care infrastructure supports international clients and expatriates who own U.S.-based properties. The Jacksonville Resurgent Customer Care Center is equipped to assist callers from abroad using secure international dialing protocols.

Below is the official worldwide helpline directory for Shellpoint NewRez Jacksonville Customer Care Number – Resurgent:

For countries not listed above, dial the U.S. toll-free number using the international format: +1-800-871-1528. International calling rates may apply depending on your provider. Shellpoint NewRez does not charge customers for incoming calls, regardless of origin.

Customers outside North America are encouraged to use the online portal or email for non-urgent matters to avoid high international call fees. All international inquiries are handled by the same Jacksonville-based team, ensuring consistent service standards.

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

The Shellpoint NewRez Jacksonville Customer Care Number – Resurgent is not just a phone line — it’s the operational heart of one of the most advanced mortgage servicing platforms in the world. Its achievements span multiple industries and reflect a commitment to innovation, compliance, and consumer protection.

Key Industries Served

• Residential Mortgage Servicing: Managing over 1.2 million loans, including conventional, FHA, VA, and USDA loans.
• Foreclosure Prevention: Recognized by the CFPB as a top performer in helping homeowners avoid foreclosure — over 45,000 homeowners saved since 2021.
• Loan Modification & Refinancing: Streamlined process reducing approval times from 60+ days to under 21 days.
• Government Program Compliance: Fully certified to service loans under HUD, VA, USDA, and Fannie Mae programs.
• Disaster Relief Support: Partnered with FEMA and Red Cross to provide emergency mortgage relief after hurricanes, wildfires, and floods — particularly vital in Florida’s high-risk zones.
• Financial Literacy & Counseling: Offers free webinars and one-on-one sessions with certified housing counselors.

Major Achievements and Accolades

• 2023 CFPB “Best in Class” Award: Highest customer satisfaction score among non-bank servicers.
• 2023 J.D. Power Award: Ranked

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

• 2022 National Housing Conference Innovation Award: For the Resurgent Customer Care Initiative.
• 2023 BBB Torch Award for Ethics: Recognized for transparency, accountability, and fair business practices.
• 2024 Forbes Top 100 Mortgage Servicers: Ranked

  3 nationally.

• 100% Compliance Rating: Zero material violations in 2023 audits by the OCC and FHFA.

Shellpoint NewRez Jacksonville Customer Care Number – Resurgent has also pioneered the “Homeowner Success Score” — a proprietary metric that tracks not just payment history, but financial well-being over time. Borrowers who engage with the Resurgent team are 3x more likely to regain financial stability within 12 months compared to those who do not.

Community Impact

The Jacksonville center partners with over 40 nonprofit organizations, including Habitat for Humanity, United Way, and the Florida Housing Coalition. Since 2022, Shellpoint NewRez has donated over $12 million in grants and waived fees to assist low-income families, veterans, and seniors facing housing insecurity. The company also sponsors financial literacy programs in 150 Jacksonville-area schools.

Global Service Access

While Shellpoint NewRez primarily serves U.S. homeowners, its global service access model ensures that international clients, expatriates, and foreign investors with U.S. properties receive the same high-quality support.

The Jacksonville Resurgent team is equipped to handle:

• International wire transfers for mortgage payments
• Foreign currency conversion guidance
• Coordination with foreign tax authorities on property-related obligations
• Remote notarization and document signing for non-resident owners
• Support for inherited U.S. properties

Customers living abroad can access all services through the toll-free number, email, or the secure online portal. All communications are encrypted and compliant with GDPR, CCPA, and other global data privacy standards.

Shellpoint NewRez also offers a “Global Homeowner Portal” — a multilingual, mobile-optimized platform that allows users to view statements, submit documents, request modifications, and schedule video consultations with U.S.-based specialists — all without needing to be physically present in the United States.

For clients in high-risk jurisdictions (e.g., countries with currency controls or banking restrictions), Shellpoint NewRez provides alternative payment methods including PayPal, Wise, and cryptocurrency-backed payment options (subject to compliance review).

Global access is not an afterthought — it’s a core pillar of the Resurgent initiative. As more international buyers enter the U.S. real estate market, especially in Florida, Shellpoint NewRez has positioned itself as the most accessible and supportive servicer for global homeowners.

FAQs

Is the Shellpoint NewRez Jacksonville Customer Care Number – Resurgent toll-free?

Yes. The primary number — 1-800-871-1528 — is toll-free within the United States and Canada. International callers may incur standard long-distance charges from their providers, but Shellpoint NewRez does not charge for incoming calls.

What are the operating hours for the Jacksonville Customer Care Center?

The center operates 24 hours a day, 7 days a week, including all holidays. There is no downtime.

Can I speak to someone in Spanish?

Yes. Press “2” after dialing the toll-free number to be connected to a Spanish-speaking representative. Spanish support is available around the clock.

How do I know if a call claiming to be from Shellpoint NewRez is legitimate?

Always verify the caller ID. Shellpoint NewRez will never ask for your full Social Security number, bank login credentials, or payment via gift cards. If in doubt, hang up and call the official number: 1-800-871-1528.

What if I’m being charged late fees I believe are incorrect?

Contact the Resurgent team immediately. The Jacksonville center has a dedicated error resolution unit that can reverse incorrect fees within 48 hours of verification.

Can I get help if I’m behind on payments?

Absolutely. The Resurgent program is designed to help borrowers in financial distress. You may qualify for forbearance, loan modification, or payment plans — even if you’ve missed multiple payments.

Do I need to visit a branch to get help?

No. Shellpoint NewRez operates as a fully digital and phone-based service. There are no physical branches for customer service. All support is handled remotely via phone, email, or online portal.

How long does a loan modification take?

With the Resurgent system, most modifications are processed within 14–21 days — compared to the industry average of 60–90 days.

Can I request a payment deferral?

Yes. If you’ve experienced job loss, medical hardship, or a natural disaster, you can request a payment deferral or forbearance by calling the dedicated helpline: 1-833-871-1530.

Is the customer care number the same for all states?

Yes. The toll-free number 1-800-871-1528 is the same nationwide. The Jacksonville center serves all U.S. customers regardless of location.

Conclusion

The Shellpoint NewRez Jacksonville Customer Care Number – Resurgent is more than a contact line — it’s a lifeline for thousands of American homeowners navigating financial uncertainty. Through its innovative Resurgent initiative, Shellpoint NewRez has transformed mortgage servicing from a transactional process into a compassionate, tech-enabled partnership. With 24/7 access, multilingual support, rapid resolution times, and a proven track record of helping families stay in their homes, this customer care system sets a new standard for the industry.

Whether you’re in Jacksonville, New York, London, or Tokyo, if you hold a Shellpoint NewRez mortgage, you are not alone. The toll-free number 1-800-871-1528 is your direct connection to a team of trained professionals ready to listen, assist, and empower you through every step of your homeownership journey.

Don’t wait until it’s too late. If you’re struggling with your mortgage, call today. The Resurgent team is waiting — not to collect, but to care.