SPOC Supervisor – Remote
About The Position
Looking for a career with purpose and reward? At LoanCare we help customers every day with what is for many their largest and most personal financial transaction: the purchase of their home. With the mission to simplify the complex with empathy and insight, we are constantly innovating and are a top provider in the mortgage services industry as a result. We are actively seeking to fill the role of SPOC Supervisor. Our ideal candidate enjoys working with clients, both internal and external, eager to learn and maximize results, is detail oriented and driven to meet tight deadlines in a fast-paced environment. Background in the mortgage or real estate industry is a plus. If this sounds like you, and you are ready for a career and not just your next job, apply today!
Requirements
- High School Diploma or equivalent required.
- 3 years of supervisory experience preferred.
- 2 years of collections, legal or bankruptcy work experience required.
- Knowledgeable in scheduling and volume forecasting.
- High level of proficiency with Microsoft Office products.
- Excellent written and verbal communication skills.
- A strong team player with a high level of professionalism and initiative.
- Ability to work efficiently in a fast-paced environment where priorities change frequently to meet business needs.
- Strong negotiation, analytical, and problem-solving skills.
- Ability to organize, prioritize, and allocate workload for optimum efficiency.
- Ability to solve problems with a sense of urgency by recognizing opportunities, understanding risks, and acting quickly to overcome obstacles and reach a solution.
- Ability to resolve conflict appropriately.
Nice To Haves
- Background in the mortgage or real estate industry is a plus.
Responsibilities
- Supervise daily operation of the SPOC unit, ensuring compliance with departmental policies/procedures and applicable government, investor, and client regulations.
- Supervise, coach, counsel and develop assigned staff.
- Ensure the SPOC team is effectively counseling all delinquent borrowers in Loss Mitigation options.
- Coordinate work activities to achieve volume expected to meet operational requirements and recommend operational improvements.
- Manage and maintain daily operations of Dialer campaigns.
- Review the department’s performance, identifying trends and assessing unit effectiveness.
- Handle escalated borrower calls, which may include conflict resolution, pursuing workout options, calculating and negotiating terms and setting up files in the Loss Mitigation workstation quickly and accurately.
- Receive and resolve customer complaints.
- Compile data and generate ad-hoc reporting for manager.
- Provide monthly summary to manager on departmental performance objectives.
- Ensure each member of your staff has 10 calls evaluated per month.
- Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training.
- All other duties as assigned.
Benefits
- Optional medical, dental, vision, life, and disability insurance
- Paid holidays, vacation, and sick leave
- Fidelity National Financial matching 401(k) and employee stock purchase plans
- Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
- Programs that celebrate achievements and milestones
- Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1-10 employees
