Senior SPOC Lead - Loss Mitigation & Ops Champion

First American; South Carolina; On-site; USD 37,000 - 49,000; Full time

Job summary

First American is seeking an Operations Team Lead for the Sr. Collections SPOC function to guide daily team workflows, resolve complex loss mitigation scenarios, and ensure adherence to investor and regulatory requirements. You will coach Sr.

Collections Specialists, model compliant borrower communications, and analyze KPIs to drive performance while maintaining a customer‑focused approach. The role requires 5+ years in mortgage servicing, strong leadership, and deep knowledge of

Qualifications

• High School diploma or equivalent required; some college preferred.
• Typically requires 5+ years of mortgage servicing experience, with strong emphasis on SPOC, loss mitigation, and advanced collections.
• Prior experience leading, coaching, mentoring, or acting as a senior resource within a collections or loss mitigation environment preferred.
• Advanced understanding of SPOC operations, loss mitigation workflows, and collections best practices.
• Strong knowledge of investor guidelines and programs, including FHA, VA, FNMA, and FHLMC.
• Working knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and applicable regulatory requirements.
• Demonstrated ability to handle complex borrower interactions with professionalism, empathy, and strong negotiation skills.
• Proven leadership, coaching, and mentoring abilities with a collaborative and team-focused approach.
• Strong analytical skills with the ability to interpret complex account scenarios and make sound recommendations.
• Excellent verbal and written communication skills with strong active listening and problem‑solving capabilities.
• Exceptional time management and organizational skills, with the ability to manage multiple priorities in a fast‑paced environment.
• Strong attention to detail and commitment to maintaining accurate, compliant documentation.
• Proficient in Microsoft Office applications and mortgage servicing systems.
• Ability to communicate effectively and build relationships with team members and stakeholders at all levels of the organization.

Responsibilities

• Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities to ensure service level agreements and performance objectives are met.
• Act as the escalation point for complex or sensitive borrower situations, including advanced delinquency resolutions, loss mitigation options, disputed accounts, bankruptcy-related matters, and regulatory or investor concerns.
• Perform inbound and outbound SPOC customer outreach on escalated accounts, modeling best practices in customer communication, negotiation, and compliance.
• Partner with leadership to monitor key performance indicators (KPIs), identify trends, and provide insights or recommendations to improve team outcomes and borrower experience.
• Support onboarding, training, coaching, and mentoring of new and existing Senior Collections Specialists, including side‑by‑side support and refresher training on systems, policies, and investor guidelines.
• Serve as a subject matter expert for SPOC processes, investor programs (FHA, VA, FNMA, FHLMC), and loss mitigation options such as forbearance, loan modification, short sale, and deed in lieu.
• Review account activity, documentation, and notes to ensure accuracy, completeness, and compliance with regulatory, investor, and company standards.
• Assist with workflow coordination, daily questions, and issue resolution during supervisor absences or peak volume periods.
• Contribute to process improvement initiatives, audits, special projects, and operational reviews as assigned.

Skills

SPOC Leadership

Loss Mitigation

Regulatory Knowledge

Negotiation Skills

Communication Skills

Mentoring

Coaching

Analytical Skills

Time Management

Microsoft Office

Education

High School Diploma

Some College Preferred

Tools

Mortgage Servicing Systems

Job description

First American is seeking an Operations Team Lead for the Sr. Collections SPOC function to guide daily team workflows, resolve complex loss mitigation scenarios, and ensure adherence to investor and regulatory requirements. You will coach Sr.

Collections Specialists, model compliant borrower communications, and analyze KPIs to drive performance while maintaining a customer‑focused approach. The role requires 5+ years in mortgage servicing, strong leadership, and deep knowledge of