Supervisor Loss Mitigation SPOC

Valon Mortgage • Jacksonville, FL

2d

About The Position

We are seeking a Supervisor, Loss Mitigation SPOC to lead, develop, and oversee daily operations for our default servicing teams. The ideal candidate is an experienced leader who can coach high-performing teams to ensure homeowners experiencing hardship receive clear, compliant, and empathetic support throughout their journey. You will be responsible for driving operational excellence across both collections outreach and the Single Point of Contact (SPOC) loss mitigation lifecycle.

Requirements

• Experience: 5+ years in mortgage servicing (Collections, Loss Mitigation, or Default) with 1–2 years in a leadership or supervisory role.
• Technical Knowledge: Deep understanding of SPOC requirements, borrower contact strategies, and case management.
• Leadership: Proven ability to coach teams in a metrics-driven environment while maintaining a culture of empathy and accountability.
• Communication: Strong written and verbal skills with the ability to provide clear direction on complex regulatory or policy updates.
• Problem Solving: High-level organizational skills with a continuous improvement mindset and the ability to manage competing priorities.
• Education: High School Diploma or equivalent.

Nice To Haves

• Direct experience with loss mitigation underwriting or workout options (e.g., modifications, deferrals, partial claims).
• Experience in a high-growth, tech-enabled servicing environment.
• Familiarity with interpreting complex investor guidelines.

Responsibilities

• Team Leadership: Lead and support a combined team of Collections and Loss Mitigation SPOC Specialists to achieve department KPIs and deliver an exceptional homeowner experience.
• Homeowner Advocacy: Oversee inbound and outbound communication regarding hardships, ensuring the team provides accurate information on repayment options and loss mitigation programs.
• Operational Excellence: Manage end-to-end homeowner journeys, ensuring every borrower has a clearly assigned SPOC and experiences continuity of care.
• Advanced Collections & Skip-Tracing: Oversight of skip-tracing efforts for non-responsive accounts and providing homeowners with alternative payment methods to prevent foreclosure.
• Performance Coaching: Conduct regular performance check-ins, call monitoring, and quality feedback sessions to identify gaps and drive continuous improvement.
• Strategic Collaboration: Partner with Foreclosure, Bankruptcy, Compliance, and Client Engagement, Mortgage Assistance Back Office teams to resolve complex cases and optimize workflows.
• Compliance & Compliance Adherence: Ensure strict adherence to company SLAs, regulatory requirements, and investor/insurer guidelines (GSE, FHA, VA, USDA).
• Escalation Management: Serve as the primary point of contact for high-risk situations and complex complaints, ensuring proper documentation and real-time corrective feedback.
• Resource Planning: Manage team scheduling and capacity planning to maintain service levels during peak operational hours and business continuity.
• Training: Ensure the team is trained on upcoming process changes and regulations regularly.

Benefits

• Compensation: competitive salary and 401 (k) plan
• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
• Food & meals: in-office snacks and drinks, and Bagel Fridays
• Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
• Grow together: Company-wide orientation for you to successfully onboard and other learning & development opportunities, including regular review cycles that feature 360-degree feedback
• Generous time off: 17 days paid time off, sick days, and 11 company holidays
• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid, so you can focus your energy on your newest addition

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees