Operations Team Lead – SPOC

This is a fully remote position, open to applicants in Iowa, +1 more state.

📋 Description

• Oversee daily operations of the SPOC team by monitoring queues, pipeline flow, and setting priorities.

• Ensure compliance with service level agreements and performance objectives.

• Serve as the escalation point for complex or sensitive borrower issues, including advanced delinquency resolutions, loss mitigation strategies, disputed accounts, bankruptcy-related matters, and regulatory or investor concerns.

• Conduct inbound and outbound outreach to SPOC customers regarding escalated accounts.

• Exemplify best practices in customer communication, negotiation, and compliance.

• Track KPIs, identify trends, and offer suggestions to enhance team performance and borrower experience.

• Aid in the onboarding, training, coaching, and mentoring of Senior Collections Specialists.

• Act as a subject matter expert on SPOC processes, investor programs, and loss mitigation strategies.

• Review account activities, documentation, and notes to ensure accuracy, completeness, and compliance.

• Assist with workflow coordination, address daily inquiries, and resolve issues during supervisor absences or periods of high volume.

• Participate in process improvement initiatives, audits, special projects, and operational reviews.

⛳️ Requirements

• High School diploma or equivalent is required; some college education is preferred.

• Generally requires over 5 years of experience in mortgage servicing, with a strong focus on SPOC, loss mitigation, and advanced collections.

• Previous experience in leading, coaching, mentoring, or serving as a senior resource in a collections or loss mitigation setting is preferred.

• Advanced knowledge of SPOC operations, loss mitigation workflows, and collections best practices.

• Strong understanding of investor guidelines and programs, including FHA, VA, FNMA, and FHLMC.

• Familiarity with state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and applicable regulatory requirements.

• Capability to manage complex borrower interactions with professionalism, empathy, and robust negotiation skills.

• Demonstrated leadership, coaching, and mentoring abilities.

• Strong analytical skills with the ability to interpret complex account scenarios and provide sound recommendations.

• Excellent verbal and written communication skills, along with active listening and problem-solving capabilities.

• Outstanding time management and organizational skills.

• Keen attention to detail and a commitment to maintaining accurate and compliant documentation.

• Proficient in Microsoft Office applications and mortgage servicing systems.

• Ability to effectively communicate and build relationships with team members and stakeholders across all organizational levels.

• Availability to work from 11:00 AM to 8:00 PM EST, Monday through Friday.

• Successful completion of a background check and credit check, as permitted by applicable law.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k).

• PTO/paid sick leave.

• Employee stock purchase plan.

• An inclusive, people-first workplace culture.

• Equal opportunity employment.