SPOC Servicing Supervisor

Freedom Mortgage

18h

About The Position

The SPOC Servicing Supervisor oversees the Single Point of Contact (SPOC) team in the Loss Mitigation group and ensures its work is compliant with applicable investor, agency, insurer, and state and federal requirements. The role requires knowledge of FHA, VA, USDA, FNMA, and FHLMC loss mitigation options and waterfall processes, as well as loss mitigation and foreclosure processes across states. The supervisor manages a team of 10–12 SPOC/Loss Mitigation Specialists, develops staff, manages work queues, and works with internal partners to help borrowers avoid foreclosure while limiting compliance, financial, and reputational risks. The position includes regular supervisory and coaching activities, compliance oversight, process improvement, and coordination with teams such as Change Management, Quality Assurance, Compliance, Risk, Audit, Legal, and the Command Center. The role requires NMLS and SAFE licenses and at least 14 state licenses. A bachelor's degree or one to two years of related experience and/or training, or an equivalent combination, is listed as the education and experience qualification. The role must be able to work one Saturday per month, with a compensatory day during that week's schedule, and work a 10 a.m.–7 p.m. full-time shift when required for coverage. Physical demands include frequent sitting and talking or hearing; occasional standing, walking, handling objects, reaching, and lifting or moving up to 25 pounds. The work environment is usually moderately noisy.

Requirements

Must have NMLS and SAFE licenses.
Must have at least 14 state licenses.
Bachelor's degree from a four-year college or university; or one to two years of related experience and/or training; or an equivalent combination of education and experience.
Knowledge of FHA, VA, USDA, FNMA, and FHLMC loss mitigation options and waterfall processes.
Professional competency in loss mitigation and foreclosure processes and requirements across states, while adhering to state and federal guidelines.
Must be familiar with and comply with CFPB requirements.
In-depth knowledge of the Fair Debt Collection Practices Act (FDCPA), Fair Lending and Fair Housing Acts, related state and federal mortgage loan servicing requirements, and related bankruptcy laws.
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to write reports, business correspondence, and procedure manuals; present information effectively and respond to questions from groups, clients, customers, and the public.
Ability to work with mathematical concepts including probability, statistical inference, geometry, trigonometry, fractions, percentages, ratios, and proportions.
Ability to solve practical problems involving limited standardization and interpret written, oral, diagrammatic, or schedule-based instructions.
Ability to work one Saturday per month; a compensatory day is provided during that week.
Ability to work a 10 a.m.–7 p.m. full-time shift or occasionally cover that schedule.
Ability to meet the role's physical demands, including occasionally lifting and/or moving up to 25 pounds, with or without reasonable accommodation.

Responsibilities

Manage a team of 10–12 SPOC/Loss Mitigation Specialists.
Handle daily supervisory functions, including timecards, interviews, and coordinating with HR on disciplinary action as needed.
Hold daily team huddles to review changes, answer questions, and provide updates.
Conduct regular one-on-ones with phone agents to discuss scorecard trends, development opportunities, and career paths.
Conduct side-by-side call observations with each team member and provide live feedback and direction.
Coordinate agent schedule changes and adherence concerns with the Command Center.
Direct specialists on department goals and call focus based on Loss Mitigation touchpoints; ensure calls meet expectations and promptly address performance gaps.
Assign SPOC agents to accounts and publish assigned accounts to agents two to three times per week.
Ensure Loss Mitigation Underwriting and SPOC operations comply with investor, agency, insurer, FHA, VA, and private mortgage insurance provider guidelines, avoiding monetary losses from non-compliance.
Partner with Change Management to create and maintain job aids as guidelines and policies change, communicate changes to staff, and ensure compliance.
Manage department work queues, keeping them current and documenting consumer contacts, requests for activity from other business units, and next steps in the loss mitigation and foreclosure process in the system of record.
Train and develop staff.
Recommend and implement procedural changes; identify gaps and recommend efficiency improvements.
Partner with internal business units to assist mortgagors with foreclosure avoidance and identify retention options, including modifications, rate reductions, short sales, and principal balance reductions, as investor guidelines allow.
Work with Quality Assurance, Compliance, Risk, Audit, and management to ensure compliance with applicable loss mitigation guidelines and internal policies and procedures.
Partner with QA, Compliance, Legal, Risk, management, fellow supervisors, and the team to limit audit findings and mitigate financial and reputational exposure.
Maintain regular and punctual attendance.
Carry out supervisory responsibilities under organizational policies and applicable laws, including interviewing, hiring, training, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.
Perform other related duties as assigned.