Servicing - Customer Advocate (SPOC)
About The Position
At United Wholesale Mortgage (UWM), the Single Point of Contact (S.P.O.C.) Specialist plays a critical role in supporting homeowners facing financial hardship by acting as their primary liaison throughout the default servicing process. As a SPOC Specialist, you’ll provide personalized, high-touch service, guiding borrowers through options such as repayment plans, loan modifications, and other loss mitigation solutions — all while maintaining UWM’s gold-standard reputation for communication, accuracy, and client service. This role requires 100% onsite attendance in our Pontiac office.
Requirements
- 2+ years of experience in mortgage servicing, default management, or a client-facing servicing role.
- High school diploma or equivalent (college degree preferred).
- Excellent written and verbal communication skills.
- Strong organizational and time management skills – ability to handle multiple borrower cases simultaneously with a high level of accuracy.
- Knowledge of Fannie Mae, Freddie Mac, FHA, VA, and USDA loss mitigation programs.
- Understanding of federal and state regulations, including CFPB’s SPOC requirements, RESPA, and Reg X.
Nice To Haves
- Experience with servicing platforms such as MSP (Black Knight).
- Familiarity with UWM systems, tools, or lending processes.
- Bilingual fluency (especially in Spanish) a plus.
Responsibilities
- Serve as the dedicated point of contact for assigned borrowers from the time they are identified as at-risk of default through resolution.
- Deliver proactive, empathetic communication, providing regular updates on account status, required documentation, and next steps.
- Educate borrowers on their mortgage assistance options, including forbearance, repayment, loan modification, short sale, and deed-in-lieu of foreclosure.
- Facilitate the collection and review of loss mitigation applications, ensuring completeness and timely submission in compliance with CFPB, RESPA, Reg X, and investor guidelines.
- Partner internally with teams across servicing, underwriting, legal, and foreclosure to manage borrower files and ensure all milestones are met within required timelines.
- Maintain accurate and timely case notes in UWM systems for every borrower interaction and document received.
- Own borrower issues end-to-end and ensure resolutions are compliant, timely, and aligned with UWM’s commitment to client experience.
- Identify opportunities to improve the borrower’s experience and work closely with leadership to implement best practices.
Benefits
- Paid Time Off (PTO) after just 30 days
- Additional parental and maternity leave benefits after 12 months
- Adoption reimbursement program
- Paid volunteer hours
- Paid training and career development
- Medical, dental, vision and life insurance
- 401k with employer match
- Mortgage discount and area business discounts
- Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
- Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
- Gourmet cafeteria featuring homemade breakfast and lunch
- Convenience store featuring healthy grab-and-go snacks
- In-house Starbucks and Dunkin
- Indoor/outdoor café with Wi-Fi
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
