Loss Mitigation Specialist (SPOCIV-P)

Selene Diligence•Dallas, TX

3d•Hybrid

About The Position

The Loss Mitigation Specialist (SPOCIV-P) is a senior individual contributor focused on improving portfolio outcomes through strong staff performance, effective homeowner engagement, and timely loan workout completion. This role acts as a performance leader and subject-matter expert, providing hands-on coaching, operational guidance, and practical insights to support consistent execution across SPOC teams. By balancing direct portfolio involvement with performance oversight, this role helps translate strategy into day-to-day actions that drive results for both homeowners and the business while operating within defined procedures and established performance expectations.

Requirements

High school diploma required
5+ years of demonstrated experience in portfolio management, loan servicing, loss mitigation, or a similar homeowner-focused operational environment
Strong ability to interpret portfolio performance data and apply insights to day-to-day work and coaching support
Demonstrated ability to provide guidance and influence peer performance without direct supervisory authority
Clear and effective verbal and written communication skills
Ability to manage multiple priorities and meet deadlines in a fast-paced, production-oriented environment
High level of professionalism, sound judgment, and attention to detail, particularly in situations involving risk, compliance, and homeowner impact
Proficiency with reporting tools, internal systems, and digital engagement platforms

Responsibilities

Share accountability for portfolio health by modeling best practices in homeowner engagement and loan workout completion.
Manage and work an assigned caseload, meeting expected productivity, quality, and timeliness standards.
Support SPOC teams in achieving production goals through guidance, reinforcement of best practices, and real-time coaching (no direct supervisory authority).
Monitor day-to-day portfolio performance across assigned pods and subgroups, identifying trends, risks, and improvement opportunities, and escalating observations as appropriate.
Review timelines, engagement activity, and case progress to ensure loan workout efforts continue moving toward resolution in accordance with established procedures.
Prepare and provide regular performance updates, reports, and observations to leadership, highlighting key risks, challenges, and potential improvement areas.
Partner closely with Learning & Development to support ongoing training for existing SPOCs, ensuring reinforcement of current processes, tools, and performance expectations.
Provide real-time coaching and case-level guidance to SPOCs, particularly on complex situations, documentation standards, and homeowner communications, following approved policies and scripts.
Identify recurring performance challenges or skill gaps and share feedback with leadership and Learning & Development for consideration.
Serve as a subject-matter resource for portfolio management practices, homeowner engagement approaches, and loan workout execution.
Support outbound and follow-up engagement efforts by reinforcing timing, messaging, and documentation standards designed to improve homeowner responsiveness.
Support change initiatives by helping communicate and reinforce new tools, expectations, or process updates for frontline staff.
Collaborate cross-functionally to support alignment across training, communications, and portfolio management activities.
Perform other duties as assigned, consistent with the scope and level of the role.