Remote SPOC Manager: Loss Mitigation & Ops

LoanCare; United States; À distance; USD 75 000 - 140 000; Plein temps

Avantages offerts par ce poste

Health Insurance

401(k) Matching

Employee Stock Purchase Plan

Remote work flexibility

Tuition reimbursement

Résumé du poste

LoanCare is seeking a SPOC Manager to lead the daily operations of the SPOC department, ensuring compliant and efficient borrower assistance services. You will guide supervisors, improve processes, and drive performance in loss mitigation and foreclosure prevention initiatives.

The role emphasizes staff development, regulatory compliance, and cross-functional collaboration to meet business objectives. Remote work options are available as part of the Total Rewards and flexible work arrangements.

Qualifications

• 6-8 years in mortgage servicing, default servicing, loss mitigation, or related fields.
• 5+ years leading subordinate supervisors or large operational teams.
• Strong knowledge of loss mitigation programs, foreclosure prevention, and borrower assistance.
• Understanding of investor, insurer, government, client and company requirements in default servicing.
• Proven ability to lead multiple teams in fast-paced environments.
• Excellent analytical, organizational, and strategic planning abilities.
• Experience developing policies, procedures, and training materials.

Responsabilités

• Direct and manage daily SPOC department operations through supervisors and staff.
• Ensure SPOC processes comply with investor, insurer, agency, client, and company requirements.
• Develop departmental strategies supporting corporate goals, borrower retention, and efficiency.
• Coach and develop SPOC Supervisors and leaders.
• Set performance goals, monitor results, and drive productivity, quality, and customer experience.
• Provide accurate, timely information on loss mitigation options and foreclosure prevention.
• Review metrics, identify trends, and implement process improvements to reduce risk.
• Oversee staffing, scheduling, training, and remote or multi-site operations.
• Monitor dialer performance, call campaigns, queue management, and workload distribution.
• Respond to escalated borrower concerns, regulatory inquiries, and complex servicing matters.
• Prepare management reporting, scorecards, and trend analyses for senior leadership.
• Maintain quality assurance through coaching, call reviews, and feedback.
• Collaborate with Compliance, Legal, Quality Control, Training, WFM, and Operations.
• Maintain policies and procedures in line with regulatory requirements.
• Identify operational and reputational risks and implement controls.

Connaissances

Mortgage servicing

Loss mitigation

Leadership experience

Strategic planning

Analytical skills

Regulatory compliance understanding

Operational performance improvement

Communication skills

Formation

Bachelor's degree or equivalent work experience

Outils

Microsoft Office

Description du poste

LoanCare is seeking a SPOC Manager to lead the daily operations of the SPOC department, ensuring compliant and efficient borrower assistance services. You will guide supervisors, improve processes, and drive performance in loss mitigation and foreclosure prevention initiatives.

The role emphasizes staff development, regulatory compliance, and cross-functional collaboration to meet business objectives. Remote work options are available as part of the Total Rewards and flexible work arrangements.