SPOC Servicing Supervisor

Freedom Mortgage; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

Freedom Mortgage seeks a Supervisor, SPOC Svcg – Borrower Outreach to oversee the Loss Mitigation Single Point of Contact team and ensure compliance with FHA, VA, USDA, FNMA, and FHLMC guidelines. The role requires leadership of a 10-12 member team, weekly huddles, coaching, and maintaining CFPB and FDCPA familiarity, with an 11am-8pm EST shift and Saturday rotation.

The ideal candidate will demonstrate strong supervisory experience, adherence to investor guidelines, and the ability to navigate

Qualifications

• Bachelor's Degree from a four-year college or university; or 1-2 years related experience or training.
• Knowledge of FHA/VA/USDA/FNMA/FHLMC loss mitigation options and the waterfall.
• Ability to manage a team and ensure compliance with state and federal guidelines.
• Understanding of CFPB requirements, FDCPA, Fair Lending and Fair Housing Acts.

Responsibilities

• Supervise a team of 10-12 SPOC Specialists and handle daily supervisory tasks.
• Lead daily team huddles and 1:1 sessions; review scorecard trends and coaching needs.
• Observe calls, provide direction, and monitor performance gaps for improvement.
• Coordinate schedules and adherence with the Command Center; ensure timely updates to staff.
• Ensure loss mitigation underwriting and SPOC processes comply with investor guidelines.

Skills

Leadership

Coaching

Compliance

Time management

Education

Bachelor's degree

1-2 years related experience

Job description

Summary

The Supervisor, SPOC Svcg – Borrower Outreach is responsible for the oversight and compliance of the Single Point of Contact team in the Loss Mitigation group. The Supervisor must be knowledgeable in FHA, VA, USDA, FNMA, and FHLMC loss mitigation options and the waterfall. Must effectively demonstrate a professional level of competency in all states of loss mitigation and the foreclosure process and requirements for all states, while adhering to all state and federal guidelines.

The Supervisor, SPOC Svcg – Borrower Outreach is responsible for the oversight and compliance of the Single Point of Contact team in the Loss Mitigation group. The Supervisor must be knowledgeable in FHA, VA, USDA, FNMA, and FHLMC loss mitigation options and the waterfall. Must effectively demonstrate a professional level of competency in all states of loss mitigation and the foreclosure process and requirements for all states, while adhering to all state and federal guidelines.

Must be able to work until 8pm EST.

Essential Job Duties and Responsibilities

• Manages team of 10-12 SPOC Specialists
• Handles daily supervisory functions including timecards, interviews and coordination with HR on disciplinary action as necessary
• Holds daily team huddles to review changes, answer questions and provide updates
• Deliver regular 1:1s with phone agents to discuss employee scorecard trending, areas of opportunity, career pathing
• Conducts side by side call observations with each team member to provide live feedback and direction
• Coordinates any agent schedule changes/adherence concerns with the Command Center
• Provides direction to Loss Mitigation Specialists on department goals; drives call focus based on Loss Mitigation touchpoints. Ensures agents are meeting expectations on calls, addresses gaps in performance immediately
• Assign SPOC agents to accounts as needed, publish SPOC assigned accounts to agents 2-3x/week
• Must be able to work one Saturday a month. “Comp” day will be provided in the week they are in Saturday rotation
• Must be able to work 11am-8pm EST as a full time shift
• Must be familiar and compliant with CFPB requirements
• Ensure that Loss Mitigation Underwriting, Single Point of Contact are operating in full compliance with investor, agency/insurer, FHA, VA and private mortgage insurance provider guidelines and results in no monetary losses from non-compliance.
• Requires an in-depth knowledge of Fair Debt Collection Practices Act (FDCPA), as well as Fair Lending and Fair Housing Acts and any other related state or federal mortgage loan servicing requirement, including knowledge of related bankruptcy laws.
• Partner with Change Management to create job aids as needed and keep them up to date as guidelines and policy change; communicate the changes to the staff and ensure compliance
• Effectively manage department work queues, ensuring they are up to date and properly documenting the system of record all consumer contact, requests for activity from other business units and the next steps in loss mitigation and foreclosure process
• Train and develop staff
• Recommends and implements changes in procedures.
• Identify gaps and make recommendations for efficiency gains.
• Partners with internal business partners to actively assist mortgagors in foreclosure avoidance, to include identifying customers for retention options such as modifications, rate reductions, short sales, principal balance reductions, etc., as investor guidelines allow.
• Work with Quality Assurance, Compliance, Risk, Audit and the Management team to assure compliance with FHA, VA, FNMA/FHLMC, Rural Housing and the various PMI companies’ loss mitigation guidelines as well as internal policies and procedures.
• Partner with QA, compliance, legal, risk, management team, fellow supervisors and team to limit audit findings, mitigate financial and reputational exposure to Freedom Mortgage.
• Maintain regular and punctual attendance.

Other Related Duties

Performs other related duties as assigned.

Supervisory Responsibilities

Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Bachelors Degree (B.A.) from a four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Equal Employment Opportunity

Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case‑by‑case basis in accordance with applicable law.

Job Responsibilities

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization.