Remote Operations Lead, Mortgage Servicing Loss Mitigation

Visa Hunt; United States; On-site; USD 37,000 - 49,000; Full time

Benefits offered by this job

Remote work

Benefits package

Job summary

First American is seeking an Operations Team Lead for the Sr. Collections SPOC to oversee daily team operations, provide expert guidance on loss mitigation, and ensure regulatory compliance.

You will coach and develop team members, manage complex borrower interactions, and drive performance in a fast-paced environment. Responsibilities include escalation handling, stakeholder collaboration, and data-driven process improvements.

Qualifications

• High School diploma or equivalent; some college preferred.
• 5+ years mortgage servicing experience, with emphasis on SPOC, loss mitigation, and advanced collections.
• Prior experience leading, coaching, mentoring, or acting as a senior resource in collections or loss mitigation.
• Advanced understanding of SPOC operations, loss mitigation workflows, and collections best practices.
• Strong knowledge of investor guidelines and programs (FHA, VA, FNMA, FHLMC).
• Working knowledge of Fair Debt Collection laws and regulatory requirements.
• Demonstrated ability to handle complex borrower interactions professionally and empathetically.
• Proven leadership and mentoring abilities with a collaborative approach.
• Strong analytical and communication skills with attention to detail.

Responsibilities

• Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities to meet SLAs.
• Act as escalation point for complex borrower situations including delinquency resolutions and loss mitigation options.
• Perform inbound and outbound SPOC outreach, modeling best practices in communication, negotiation, and compliance.
• Partner with leadership to monitor KPIs, identify trends, and provide insights to improve borrower experience.
• Support onboarding, training, coaching, and mentoring of Senior Collections Specialists.
• Serve as a subject matter expert for SPOC processes and investor programs (FHA, VA, FNMA, FHLMC).
• Review activity and notes to ensure accuracy and regulatory compliance.
• Assist with workflow coordination and issue resolution during peak periods.
• Contribute to process improvements, audits, and special projects.

Skills

SPOC operations

Loss mitigation

Leadership

Coaching

Negotiation

Regulatory compliance

Microsoft Office

Education

High School diploma

Some college preferred

Tools

Mortgage servicing systems

Investor guidelines (FHA/VA/FNMA/FHLMC)

Job description

First American is seeking an Operations Team Lead for the Sr. Collections SPOC to oversee daily team operations, provide expert guidance on loss mitigation, and ensure regulatory compliance.

You will coach and develop team members, manage complex borrower interactions, and drive performance in a fast-paced environment. Responsibilities include escalation handling, stakeholder collaboration, and data-driven process improvements.