SPOC Servicing Supervisor

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

📋 Description

• Supervise and ensure adherence to standards for the Single Point of Contact team within the Loss Mitigation division.

• Lead a team of 10–12 SPOC/Loss Mitigation Specialists.

• Manage timecards, conduct interviews, and liaise with HR regarding disciplinary actions.

• Facilitate daily team meetings to discuss updates, address questions, and review changes.

• Conduct regular one-on-one meetings to discuss scorecard trends, opportunities for development, and career progression.

• Perform side-by-side call evaluations and provide immediate feedback and guidance.

• Coordinate schedule modifications and address adherence issues with the Command Center.

• Guide specialists on departmental objectives and call priorities based on Loss Mitigation interactions.

• Assign SPOC agents to specific accounts and publish the list of assigned accounts 2–3 times weekly.

• Ensure that Loss Mitigation Underwriting and SPOC operations align with investor, agency, insurer, FHA, VA, and PMI regulations.

• Collaborate with Change Management to develop and maintain job aids and communicate policy updates.

• Oversee department work queues and document consumer interactions, requests, and next steps in the loss mitigation and foreclosure workflow.

• Train and mentor staff members.

• Recommend and implement procedural enhancements and efficiency improvements.

• Assist mortgagors in avoiding foreclosure and identify retention options such as modifications, rate reductions, short sales, and principal balance reductions.

• Work alongside Quality Assurance, Compliance, Risk, Audit, Legal, and management teams to minimize audit findings and reduce financial and reputational risks.

• Execute supervisory responsibilities, including interviewing, hiring, training, assigning tasks, evaluating performance, rewarding and disciplining employees, and resolving complaints and issues.

• Maintain consistent and punctual attendance.

• Perform other related duties as assigned.

⛳️ Requirements

• Familiarity with FHA, VA, USDA, FNMA, and FHLMC loss mitigation options and processes.

• Professional expertise in all aspects of loss mitigation and foreclosure processes and requirements.

• Compliance with both state and federal regulations, as well as CFPB standards.

• Comprehensive understanding of the FDCPA, Fair Lending Act, Fair Housing Act, relevant mortgage loan servicing regulations, and bankruptcy laws.

• Possession of NMLS and SAFE Licenses is mandatory.

• Must have at least 14 State Licenses.

• Bachelor’s Degree (B.A.) from an accredited four-year institution; or one to two years of relevant experience and/or training; or an equivalent combination of education and experience.

• Proficiency in reading, analyzing, and interpreting business publications, professional journals, technical procedures, and government regulations.

• Capability to write reports, business correspondence, and procedural documentation.

• Ability to present information effectively and respond to inquiries.

• Competence in applying mathematical concepts including probability, statistical inference, geometry, trigonometry, fractions, percentages, ratios, and proportions.

• Skill in solving practical problems and interpreting written, oral, diagram, or schedule instructions.

• Willingness to work one Saturday per month.

• Availability to work a 10–7 full-time shift when necessary.

• Ability to sit, talk, hear, stand, walk, use hands, reach, and occasionally lift or move up to 25 pounds.

🏝️ Benefits

• Compensatory day provided during the week when working the Saturday rotation.

• Equal employment opportunity protections offered.

• Reasonable accommodations available for applicants and employees with disabilities.