Mortgage Borrower SPOC — Virtual Counseling & Solutions

BrightShore Mortgage, Inc.; Ocala (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

BrightShore Mortgage, Inc. seeks a Single Point of Contact (SPOC) to guide borrowers facing hardship through loss mitigation options using live Microsoft Teams meetings.

The role focuses on building trust, delivering personalized counseling, and promoting long-term payment stability. Key duties include following up promptly, documenting interactions, and coordinating with Loss Mitigation, Escrow, and Servicing teams to ensure a seamless borrower experience while Upholding BrightShore Mortgage’s

Qualifications

• Ability to counsel borrowers through hardship and loss mitigation
• Strong communication and empathy in live video engagements
• Knowledge of loss mitigation programs and repayment options
• Experience using virtual meeting platforms for client interactions

Responsibilities

• Proactively engage borrowers through Microsoft Teams face-to-face meetings
• Counsel borrowers on loss mitigation options and repayment plans
• Promote video meetings to improve communication and outcomes
• Track performance on borrower interaction rates and resolution effectiveness
• Document interactions accurately in servicing system
• Collaborate with internal teams to ensure a smooth borrower experience
• Maintain compliance with investor, agency, and company standards

Skills

Empathy

Communication

Problem solving

Time management

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Tools

Microsoft Teams

FICS

Radstar

Job description

BrightShore Mortgage, Inc. seeks a Single Point of Contact (SPOC) to guide borrowers facing hardship through loss mitigation options using live Microsoft Teams meetings.

The role focuses on building trust, delivering personalized counseling, and promoting long-term payment stability. Key duties include following up promptly, documenting interactions, and coordinating with Loss Mitigation, Escrow, and Servicing teams to ensure a seamless borrower experience while Upholding BrightShore Mortgage’s