Loss Mitigation SPOC Leader - Collections & Ops

First American; Iowa (LA); On-site; USD 64,000 - 86,000; Full time

Job summary

First American is seeking a SPOC Supervisor in Loss Mitigation to lead the daily operations of the SPOC team, supervising Sr. Collections Specialists and guiding borrower engagements while ensuring adherence to investor and regulatory requirements.

You will implement performance management, analyze metrics, provide coaching, participate in hiring, and drive process improvements to optimize borrower outcomes and compliance across FHA, VA, FNMA, and FHLMC.

Qualifications

• Bachelor's degree or equivalent combination of education and experience
• 3-5 years of experience in collections, loss mitigation or mortgage servicing
• 2+ years demonstrated experience in a lead or supervisory role

Responsibilities

• Oversee borrower engagement strategies, ensuring SPOCs are the main contact for loss mitigation and collections inquiries.
• Monitor team metrics, analyze trends, and identify opportunities for better borrower outcomes and compliance.
• Provide training, coaching, and mentoring to SPOCs, with refreshers on procedures, systems, and compliance.
• Conduct regular evaluations, provide feedback, and develop plans aligned with goals.
• Support hiring and onboarding by interviewing candidates and assessing skills and cultural fit.
• Drive process improvements to enhance workflow, customer experience, and team performance.
• Perform special projects, quality reviews, or analyses as required.

Skills

Loss mitigation

Collections strategies

Leadership

Coaching

Regulatory compliance

Education

Bachelor's degree

Job description

First American is seeking a SPOC Supervisor in Loss Mitigation to lead the daily operations of the SPOC team, supervising Sr. Collections Specialists and guiding borrower engagements while ensuring adherence to investor and regulatory requirements.

You will implement performance management, analyze metrics, provide coaching, participate in hiring, and drive process improvements to optimize borrower outcomes and compliance across FHA, VA, FNMA, and FHLMC.