Mortgage Single Point of Contact Team Lead

Citizens Financial Group•Irving, TX

About The Position

The Single Point of Contact (SPOC) Team Lead is responsible for overseeing daily operations and providing leadership support to SPOC agents assisting customers through the mortgage loss mitigation process. This role ensures agents deliver a high-quality, compliant, and customer-focused experience while guiding borrowers through workout solutions. The Team Lead serves as a subject matter expert, escalation point, and coach—supporting agents with complex scenarios, conducting training, and ensuring adherence to investor, regulatory, and internal servicing requirements. This role plays a critical part in driving customer outcomes, mitigating risk, and ensuring timely resolution of delinquent mortgage accounts.

Requirements

3+ years of experience in mortgage servicing, collections, or loss mitigation.
Prior leadership or team lead experience preferred.
MSP Experience preferred
Strong knowledge of loss mitigation programs, investor guidelines (FNMA, FHLMC, FHA, VA, USDA), and mortgage servicing practices.
Excellent communication, coaching, and conflict resolution skills.
Ability to manage escalations and make sound decisions in high-pressure situations.
Strong analytical skills with the ability to interpret performance metrics and identify trends.

Responsibilities

Provide day-to-day guidance and support to SPOC agents, including answering questions and resolving complex scenarios.
Handle escalated customer calls involving loss mitigation workouts, ensuring professionalism, empathy, and resolution.
Conduct regular 1:1 coaching sessions, huddles, and team meetings to reinforce policies, procedures, and skill development.
Support onboarding and ongoing training to enhance agent performance and effectiveness.
Champion a customer-first culture focused on delivering a seamless and empathetic borrower experience.
Ensure timely, accurate, and clear communication with customers throughout the loss mitigation lifecycle.
Identify root causes of borrower dissatisfaction and implement solutions to improve overall experience.
Support agents in successfully guiding customers through completion of loss mitigation workout programs.
Review agent performance reports and provide targeted coaching to improve key metrics (e.g., customer experience, compliance, productivity).
Conduct quality assurance and customer experience call reviews, delivering actionable and constructive feedback.
Monitor and track agent attendance, adherence, and overall engagement.
Oversee SPOC control reports to ensure adherence to regulatory, investor, and internal requirements.
Ensure compliance with continuity of contact (CoC) requirements and established resolution timelines.
Identify risks to the customer and the business (financial, regulatory, reputational) and escalate appropriately.
Balance customer advocacy with strong risk management and compliance discipline.
Assist in managing loss mitigation timelines and ensuring timely progression of customer workout solutions.
Partner with Loss Mitigation, Foreclosure, Bankruptcy, and other Mortgage Servicing teams to resolve customer issues.
Monitor workflow, identify process gaps, and recommend improvements to drive efficiency and effectiveness.