SPOC Manager

LoanCare•,

4h•$74,600 - $139,800•Remote

About The Position

The SPOC Manager leads daily operations of the SPOC department, ensuring compliant, efficient, and customer-focused delivery of loss mitigation and borrower assistance services. The role provides strategic leadership to supervisors and staff while driving performance, workforce planning, process improvement, risk management, and cross-functional partnership to achieve business objectives. The manager oversees departmental operations, staffing, performance, borrower communications, quality assurance, policies and procedures, and risk controls. The role also handles escalated borrower concerns and supports audits, client reviews, regulatory examinations, and remediation efforts. LoanCare describes its work as serving mortgage customers and emphasizes integrity, innovation, collaboration, employee growth, and the opportunity to work remotely. Remote employees must have a quiet, private home workspace and high-speed internet with minimum speeds of 25 Mbps download and 10 Mbps upload. The position requires availability during normal business hours, with early, late, or weekend hours and overtime as needed.

Requirements

High school diploma or equivalent required.
6–8 years of mortgage servicing, default servicing, loss mitigation, collections, or related experience.
5 or more years of leadership experience managing subordinate supervisors or large operational teams.
Strong knowledge of mortgage servicing, default operations, loss mitigation programs, foreclosure prevention strategies, and borrower assistance options.
Thorough understanding of investor, insurer, government, client, and company requirements related to default servicing and loss mitigation.
Demonstrated ability to lead multiple teams in a fast-paced operational environment.
Strong analytical, organizational, and strategic planning abilities.
Proven ability to evaluate operational metrics and implement solutions that improve performance and efficiency.
Advanced problem-solving and decision-making skills.
Exceptional verbal, written, and interpersonal communication skills.
Strong negotiation and conflict-resolution capabilities.
Ability to manage competing priorities and meet deadlines.
Experience developing policies, procedures, training materials, and operational controls.
Proficiency in Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
Ability to assess operational risk and implement appropriate controls and corrective actions.
Ability to work normal business hours and early, late, or weekend hours as needed; overtime may be required.
For remote work, ability to provide a quiet, private home workspace and internet connection with at least 25 Mbps download and 10 Mbps upload.

Nice To Haves

Bachelor's degree or equivalent work experience preferred.
Advanced knowledge of loss mitigation servicing platforms and mortgage servicing systems preferred.
Experience managing remote and multi-site operations preferred.
Experience supporting client-facing reporting and operational reviews preferred.
LPS-MSP (Mortgage Servicing Platform) experience preferred.
Prior experience leading large-scale process improvement initiatives preferred.

Responsibilities

Direct and manage daily SPOC department operations through subordinate supervisors and staff.
Ensure SPOC processes comply with investor, insurer, agency, client, and company requirements, including loss mitigation regulations and borrower communication standards.
Develop and implement departmental strategies and objectives that support corporate goals, borrower retention initiatives, and operational efficiency.
Manage, coach, counsel, and develop SPOC Supervisors and other assigned leaders.
Establish performance goals, monitor results, and implement action plans to improve productivity, quality, compliance, and customer experience.
Ensure borrowers receive accurate and timely information about loss mitigation solutions and foreclosure prevention options.
Review departmental performance metrics, identify trends, and implement process improvements to increase effectiveness and reduce operational risk.
Oversee staffing, workforce planning, scheduling strategies, and training initiatives to meet operational demands and service level expectations.
Monitor dialer performance, call campaigns, queue management, and workload distribution to maximize borrower outreach and engagement.
Evaluate escalated borrower concerns, executive complaints, regulatory inquiries, and other complex servicing matters, providing guidance and resolution as appropriate.
Prepare and distribute management reporting, performance scorecards, trend analyses, and operational updates to senior leadership.
Maintain quality assurance standards through regular monitoring, coaching, call reviews, and performance feedback.
Partner with Compliance, Legal, Quality Control, Training, Workforce Management, and Operations teams to implement regulatory and operational changes.
Ensure departmental policies and procedures are maintained, updated, tested, approved, and implemented in accordance with business and regulatory requirements.
Identify and mitigate operational, compliance, and reputational risks within the SPOC function.
Support internal and external audits, client reviews, regulatory examinations, and remediation efforts.
Drive a culture of accountability, customer focus, continuous improvement, and employee engagement.
Perform other duties as assigned.

Benefits

Optional medical, dental, vision, life, and disability insurance.
Paid holidays, vacation, and sick leave.
Matching 401(k) plan.
Employee stock purchase plan.
Mental health resources, including free Calm memberships, and initiatives promoting physical and emotional well-being.
Employee recognition programs celebrating achievements and milestones.
Discounts on gym memberships, pet insurance, and employee purchasing programs.
Tuition reimbursement program.
Resources and support for employee growth.
Flexibility to work remotely.