Senior Loss Mitigation & Collections Leader

First American; Fort Mill (SC); On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k plan

PTO & sick leave

Employee stock purchase plan

Job summary

First American is seeking a SPOC Supervisor to lead the Single Point of Contact team within Loss Mitigation, guiding borrower engagement and ensuring compliant, effective outcomes. You will oversee senior specialists, manage escalated cases, and align with investor and regulatory requirements.

Required are a bachelor’s degree, 3–5 years in collections or mortgage servicing, and 2+ years in leadership. Strong communication and process improvement skills are essential.

Qualifications

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

Responsibilities

• Oversee borrower engagement strategies, acting as the primary SPOC for loss mitigation and collections inquiries.
• Monitor team performance metrics and identify opportunities for improved borrower outcomes and compliance.
• Provide training and coaching to SPOCs, including procedures and compliance refreshers.
• Conduct regular performance evaluations and develop individual growth plans.
• Support hiring and onboarding by participating in interviews and assessing fit.
• Drive continuous process improvement to boost efficiency and customer experience.
• Perform special projects and quality reviews as required.

Skills

Loss mitigation

Collections

Leadership

Investor guidelines

Regulatory knowledge

Communication

Decision making

Education

Bachelor's degree or equivalent

Job description

First American is seeking a SPOC Supervisor to lead the Single Point of Contact team within Loss Mitigation, guiding borrower engagement and ensuring compliant, effective outcomes. You will oversee senior specialists, manage escalated cases, and align with investor and regulatory requirements.

Required are a bachelor’s degree, 3–5 years in collections or mortgage servicing, and 2+ years in leadership. Strong communication and process improvement skills are essential.