Senior Collections Operations Supervisor

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

📋 Description

• Oversee the daily functions of the Single Point of Contact (SPOC) team within Loss Mitigation.

• Provide strategic guidance, oversight, and leadership to ensure effective borrower engagement, resolution of delinquencies, and compliance-driven results.

• Supervise Senior Collections Specialists (SPOCs).

• Manage escalated or complex borrower situations.

• Ensure the delivery of retention and liquidation solutions that align with investor, regulatory, and company standards.

• Oversee performance management, operational reporting, workflow planning, and ongoing process enhancements.

• Ensure compliance with investor guidelines, regulatory mandates, and internal policies.

• Cultivate a high-performing, customer-centric, and accountable environment.

• Supervise borrower engagement strategies and serve as the primary contact for inquiries related to loss mitigation and collections.

• Monitor team performance metrics, analyze trends, and identify opportunities for enhanced borrower results, operational efficiency, and compliance adherence.

• Provide training, coaching, mentoring, and hands-on support to SPOCs.

• Conduct performance evaluations, offer feedback, and develop growth plans.

• Participate in candidate interviews and aid in hiring and onboarding processes.

• Propel continuous process improvement initiatives.

• Undertake special projects, quality reviews, or analyses as necessary.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and experience.

• 3-5 years of experience in collections, loss mitigation, or mortgage servicing.

• At least 2 years of proven experience in a leadership or supervisory capacity.

• Strong knowledge of loss mitigation processes, collections strategies, and borrower assistance programs.

• Advanced understanding of investor guidelines (FHA, VA, FNMA, FHLMC).

• Strong knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and related regulations.

• Proven leadership, coaching, and mentoring abilities.

• Exceptional verbal and written communication skills, combined with effective active listening and problem-solving capabilities.

• Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions.

• Excellent time management and organizational skills.

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

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401k.

• PTO/paid sick leave.

• Employee stock purchase plan.

• Inclusive workplace culture.

• Equal opportunity employment.