Single Point of Contact (SPOC)

Brightshore Mortgage•Ocala, FL

2d•Onsite

About The Position

The Single Point of Contact (SPOC) serves as a dedicated, consistent representative for borrowers experiencing financial hardship or seeking assistance during default-related processes. This role is centered around relationship-building through live, face-to-face engagement using Microsoft Teams, with the goal of providing personalized counseling, fostering borrower trust, and guiding each customer toward long-term, sustainable solutions. The SPOC counsels borrowers through available loss mitigation options, repayment strategies, and resolution paths, prioritizing those that help preserve equity and promote lasting payment success. They work to break the cycle of delinquency by helping borrowers reestablish healthy payment habits, avoid short-term fixes, and understand their responsibilities beyond the immediate resolution. This role requires consistent follow-through, including timely email responses, scheduled call-backs, and use of downtime between appointments to perform outbound outreach. SPOCs are expected to meet or exceed performance standards related to live video engagement, solution quality, and post-resolution borrower outcomes. Through empathy, accountability, and proactive communication, the SPOC ensures that every borrower interaction is guided by BrightShore Mortgage’s cultural pillars of Leadership, Raving Fans, Transparency, and High Performance.

Requirements

High school diploma or equivalent required
Minimum of 2–4 years of experience in mortgage servicing, loss mitigation, collections, or borrower-facing financial counseling
Experience conducting live borrower meetings using Microsoft Teams or other virtual platforms strongly preferred
Working knowledge of loss mitigation programs (FHA, VA, USDA, FNMA, FHLMC), repayment plans, and resolution strategies required
Familiarity with servicing platforms (e.g., FICS), document imaging systems (e.g., Radstar), and internal communication tools
Strong verbal and written communication skills with a demonstrated ability to explain complex financial options to borrowers in clear, compassionate terms
Proven track record of consistent follow-up, timely response handling, and documentation accuracy in a servicing or customer care environment
Ability to manage a dynamic schedule, prioritize appointments, and remain organized across multiple loan-level engagements
Committed to BrightShore Mortgage’s values of Leadership, Raving Fans, Transparency, and High Performance in every borrower interaction
Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
Word processing (speed and accuracy)
Email
Internet software
Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)
Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
Clear speaking voice on the telephone, in person, and recorded
Hearing within normal ranges in noise environments typical of office
Able to sit for long periods of time at computer or other work-station and in meetings
Able to use computers and operate equipment
Able to lift 10 pounds occasionally unassisted

Nice To Haves

associate or bachelor’s degree in Business, Finance, Communications, or related field preferred
Experience in counseling, social work, or consumer advocacy roles considered a plus
MSP or FICS’ Mortgage Servicer a plus

Responsibilities

Proactively engage borrowers through Microsoft Teams face-to-face meetings, using real-time interaction to build trust, humanize the process, and improve resolution outcomes
Counsel borrowers on available loss mitigation options, repayment plans, and sustainable solutions, prioritizing options that preserve property equity and long-term financial health
Promote and encourage the use of video meetings when scheduling appointments; help borrowers understand the benefits of visual communication in navigating complex processes
Track and maintain performance on borrower face-to-face interaction rates; strive to lead or meet team benchmarks for visual engagement via Teams
Guide borrowers through the next steps following default, delinquency, or hardship—ensuring each borrower understands their options, rights, and responsibilities
Use each touchpoint to reinforce positive payment behavior, providing encouragement, reminders, and clarity to keep borrowers active in their obligations
Set clear expectations for follow-up, documentation requests, and next steps in every interaction to minimize confusion and increase borrower accountability
Recommend solutions that avoid short-term quick fixes when possible; advocate for sustainable repayment plans that reduce the risk of redefault
Counsel borrowers on how to maintain success post-resolution, with an emphasis on budgeting, auto-pay enrollment, and understanding future payment expectations
Manage time between borrower appointments with urgency and focus, including returning calls, handling documentation, and preparing for next-day outreach
Respond to borrower emails within one business day; ensure consistent, documented follow-up on all inquiries and escalations
Use discretion and empathy in all interactions while remaining compliant with investor, agency, and company communication standards
Maintain clear documentation in the system of record for every borrower contact, including visual meeting notes, proposed solutions, and borrower responses
Collaborate with internal departments such as Loss Mitigation, Customer Experience, and Escrow to ensure a smooth and accurate experience for the borrower
Monitor loan-level progress and proactively reach out when borrowers miss appointments, fall off track, or express renewed hardship
Champion BrightShore Mortgage’s pillars of Leadership, Raving Fans, Transparency, and High Performance through one-on-one borrower advocacy and guidance
Monitor post-resolution performance and re-engage borrowers early if signs of re-delinquency emerge, promoting continuity and recidivism prevention