Strategic Loss Mitigation & Collections Leader

First American; North Carolina; On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Paid time off

Job summary

First American is seeking a SPOC Supervisor to lead the Loss Mitigation team, guiding borrowers through retention or liquidation options in alignment with investor and regulatory requirements. The role oversees Sr.

Collections Specialists, drives process improvements, and ensures accurate documentation, coaching, and performance management in a fast-paced environment. Strong knowledge of FHA/VA/FNMA/FHLMC guidelines and fair debt collection laws is required, along with leadership experience and

Qualifications

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

Responsibilities

• Oversee borrower engagement strategies, ensuring SPOCs effectively act as the primary point of contact for loss mitigation and collections-related inquiries.
• Monitor team performance metrics, analyze trends, and identify opportunities for improved borrower outcomes, operational efficiency, and compliance adherence.
• Provide training, coaching, mentoring, and side-by-side support to new and existing SPOCs, including refreshers on procedures, systems, and compliance requirements.
• Conduct regular performance evaluations, deliver constructive feedback, and establish development plans aligned with individual and organizational goals.
• Support hiring and onboarding efforts by participating in candidate interviews, assessing skills and cultural fit, and contributing to the selection and successful integration of new collections talent.
• Drive continuous process improvement initiatives to enhance workflow efficiency, customer experience, and overall team performance.
• Perform special projects, quality reviews, or analyses as required.

Skills

Loss mitigation

Investor guidelines

Debt collection laws

Leadership

Communication skills

Education

Bachelor's degree or equivalent

Job description

First American is seeking a SPOC Supervisor to lead the Loss Mitigation team, guiding borrowers through retention or liquidation options in alignment with investor and regulatory requirements. The role oversees Sr.

Collections Specialists, drives process improvements, and ensures accurate documentation, coaching, and performance management in a fast-paced environment. Strong knowledge of FHA/VA/FNMA/FHLMC guidelines and fair debt collection laws is required, along with leadership experience and