Remote SPOC Operations Lead - Mortgage Servicing

First American; Fort Mill (SC); Remote; USD 36,000 - 50,000; Full time

Benefits offered by this job

medical

dental

vision

401k

PTO/paid sick leave

employee stock purchase plan

Job summary

First American is seeking an Operations Team Lead to manage the Sr. Collections SPOC function, overseeing daily workflows, ensuring regulatory compliance, and driving performance improvements.

This role emphasizes leadership in loss mitigation strategies and borrower communications within a high-volume environment. Ideal candidates have extensive mortgage servicing experience, strong coaching skills, and a deep understanding of FHA/VA/FNMA/FHLMC programs.

Qualifications

• 5+ years of mortgage servicing experience, with strong emphasis on SPOC, loss mitigation, and advanced collections.
• Experience leading, coaching, mentoring, or acting as a senior resource within collections or loss mitigation.

Responsibilities

• Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities to meet SLAs and performance objectives.
• Act as escalation point for complex or sensitive borrower situations, including advanced delinquency resolutions and loss mitigation options.
• Perform inbound and outbound SPOC outreach on escalated accounts with strong communication, negotiation, and compliance.
• Monitor KPIs, identify trends, and provide insights to improve team outcomes and borrower experience.
• Support onboarding, training, and mentoring of Senior Collections Specialists.

Skills

SPOC operations

Leadership

Negotiation

Regulatory knowledge

Data analysis

Education

High School diploma or equivalent

Tools

Microsoft Office

Mortgage servicing systems

Job description

First American is seeking an Operations Team Lead to manage the Sr. Collections SPOC function, overseeing daily workflows, ensuring regulatory compliance, and driving performance improvements.

This role emphasizes leadership in loss mitigation strategies and borrower communications within a high-volume environment. Ideal candidates have extensive mortgage servicing experience, strong coaching skills, and a deep understanding of FHA/VA/FNMA/FHLMC programs.