SPOC Servicing Supervisor

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

📋 Description

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

• Lead a team comprising 10-12 SPOC Specialists.

• Perform daily supervisory tasks including managing timecards, conducting interviews, and liaising with HR regarding disciplinary measures.

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

• Conduct regular one-on-one sessions with phone agents to discuss scorecard performance, development opportunities, and career trajectories.

• Carry out side-by-side call observations and offer real-time feedback and guidance.

• Coordinate agent scheduling adjustments and adherence issues with the Command Center.

• Provide guidance on departmental objectives and direct call focus based on Loss Mitigation interactions.

• Ensure agents fulfill call expectations and address performance deficiencies promptly.

• Assign SPOC agents to specific accounts and publish the assignments 2-3 times weekly.

• Guarantee that Loss Mitigation Underwriting and Single Point of Contact operations align with investor, agency/insurer, FHA, VA, and private mortgage insurance standards.

• Collaborate with Change Management to develop and update job aids while communicating policy and guideline modifications.

• Oversee departmental work queues and document consumer interactions, requests, and subsequent steps in the loss mitigation and foreclosure procedures.

• Train and cultivate staff skills.

• Propose and execute procedural enhancements and identify opportunities for increased efficiency.

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

• Collaborate with Quality Assurance, Compliance, Risk, Audit, Management, Legal, and internal business partners to ensure compliance and minimize audit findings as well as financial or reputational risk.

• Conduct interviews, hire, train, plan, assign, and oversee tasks; evaluate performance; reward and discipline staff; address grievances and resolve issues.

• Execute other related responsibilities as assigned.

⛳️ Requirements

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

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

• Professional expertise in all stages of loss mitigation and the foreclosure process, including requirements applicable in all states.

• Availability to work until 8 PM EST.

• Capability to work a full-time shift from 11 AM to 8 PM EST.

• Willingness to work one Saturday each month.

• Knowledge and adherence to CFPB requirements.

• Comprehensive understanding of the Fair Debt Collection Practices Act (FDCPA), Fair Lending and Fair Housing Acts, relevant state or federal mortgage servicing regulations, and associated bankruptcy laws.

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

• Competence in writing reports, business correspondence, and procedural manuals.

• Ability to effectively present information and respond to inquiries.

• Skills in working with probability, statistical inference, geometry, trigonometry, fractions, percentages, ratios, and proportions.

• Capacity to solve practical problems and interpret written, oral, diagrammatic, or scheduled instructions.

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

• Commitment to maintaining regular and punctual attendance.

🏝️ Benefits

• Compensatory day off provided during the week of the Saturday rotation.

• Equal employment opportunity and support for reasonable accommodations.