Operations Team Lead – SPOC

This is a fully remote position, open to applicants in Iowa, +2 more states.

📋 Description

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

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

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

• Demonstrate exemplary practices in customer communication, negotiation, and compliance.

• Track KPIs, discern trends, and offer recommendations aimed at enhancing team performance and borrower satisfaction.

• Assist 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.

• Evaluate account activity, documentation, and notes to ensure accuracy, completeness, and compliance.

• Support workflow coordination, address daily inquiries, and resolve issues during times of supervisor absence or high volume workloads.

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

⛳️ Requirements

• High School diploma or equivalent is mandatory; some college coursework 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 within a collections or loss mitigation context is preferred.

• In-depth understanding of SPOC operations, loss mitigation workflows, and collections best practices.

• Strong familiarity with investor guidelines and programs, including FHA, VA, FNMA, and FHLMC.

• Working knowledge of state and federal Fair Debt Collection laws, the U.S. Bankruptcy Code, and relevant regulatory requirements.

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

• Demonstrated leadership, coaching, and mentoring skills.

• Analytical abilities to interpret complex account scenarios and provide sound recommendations.

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

• Effective time management and organizational skills, with the capacity to handle multiple priorities in a fast-paced setting.

• Strong attention to detail and commitment to maintaining accurate, compliant documentation.

• Proficiency in Microsoft Office applications and mortgage servicing systems.

• Ability to communicate effectively and foster relationships with team members and stakeholders at all levels.

• Required to work from 11:00am to 8:00pm EST, Monday through Friday.

• Must successfully pass a background check and credit check where allowed by applicable law.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

• PTO/paid sick leave

• Employee stock purchase plan

• Inclusive, people-first workplace culture

• Equal opportunity employment