SPOC Servicing Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversees a team of 10-12 SPOC Specialists

• Manages daily supervisory responsibilities, including timecard management, conducting interviews, and collaborating with HR on necessary disciplinary actions

• Facilitates daily team huddles to discuss updates, changes, and address any questions

• Conducts regular one-on-one meetings with phone agents to review employee scorecard trends, identify areas for improvement, and discuss career development

• Performs side-by-side call observations with each team member to provide real-time feedback and guidance

• Coordinates any schedule changes or adherence issues with the Command Center

• Guides Loss Mitigation Specialists in achieving departmental objectives; focuses call strategies based on Loss Mitigation touchpoints

• Ensures agents are meeting performance expectations on calls, promptly addressing any performance gaps

• Assigns SPOC agents to accounts as required and communicates assigned accounts to agents 2-3 times a week

• Availability to work one Saturday per month is required

• Ensures that Loss Mitigation Underwriting and Single Point of Contact operations comply fully with the guidelines of investors, agencies/insurers, FHA, VA, and private mortgage insurance providers

⛳️ Requirements

• Bachelor's Degree (B.A.) from an accredited four-year college or university

• One to two years of relevant experience and/or training; or a combination of education and experience that is equivalent

• Comprehensive understanding of the Fair Debt Collection Practices Act (FDCPA)

• Familiarity with Fair Lending and Fair Housing Acts

• Knowledge of bankruptcy legislation

• Ability to read, analyze, and interpret general business publications, professional journals, technical procedures, or governmental regulations

• Proficient in writing reports, business correspondence, and procedural manuals

• Capable of effectively presenting information and addressing inquiries from groups of managers, clients, customers, and the general public

• Competent in working with mathematical concepts, including probability, statistical inference, and the fundamentals of plane and solid geometry as well as trigonometry

• Able to apply concepts such as fractions, percentages, ratios, and proportions to real-world situations

🏝️ Benefits

• Must be available to work until 8 PM EST

• A "comp" day will be provided during the week in which they are part of the Saturday rotation