Servicing - Customer Advocate (SPOC)

UWM•Pontiac, MI

9d•Onsite

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).
Must have previous SPOC experience.
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