Senior Collections Operations Supervisor – ServiceMac

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 complex or escalated borrower situations.

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

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

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

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

• Mentor and develop SPOCs to deliver exceptional service, maintain accurate documentation, and assist borrowers with home retention or liquidation options.

• Manage borrower engagement strategies.

• Track team performance metrics, analyze trends, and identify opportunities for improvement.

• Provide training, coaching, mentoring, and direct support.

• Conduct performance evaluations, offer feedback, and create development plans.

• Assist in hiring and onboarding by participating in interviews and selection processes.

• Lead continuous process improvement initiatives.

• Execute special projects, quality reviews, or analyses as needed.

⛳️ 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 demonstrated experience in a leadership or supervisory capacity.

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

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

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

• Proven leadership, coaching, and mentoring abilities.

• Excellent verbal and written communication skills.

• Strong active listening and problem-solving capabilities.

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

• Exceptional time management and organizational skills.

• Ability to manage multiple priorities in a fast-paced environment.

• 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.