SPOC Servicing Supervisor

🕒 May 31

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

✨ Supervisor

🦅 H1B Visa Sponsor

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Freedom Mortgage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💸 Finance

🏦 Banking

🏠 Real Estate

🔥 Funding within the last year

💰 $500M Debt Financing - Freedom Mortgage on 2025-08

Finance • Banking • Real Estate

Freedom Mortgage is a U. S. -based mortgage lender and servicer with over 30 years of experience helping Americans achieve homeownership and financial improvement. The company originates, services, and manages mortgage loans, offering sales, loan servicing, operations, risk management, and supporting functions such as technology, legal, HR, and marketing. Headquartered in Boca Raton, FL (NMLS ID #2767), Freedom Mortgage emphasizes community involvement, customer-focused loan solutions, and career opportunities across a broad range of mortgage-industry roles.

📋 Description

• 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 • Ensure Loss Mitigation Underwriting, Single Point of Contact are operating in full compliance with investor, agency/insurer, FHA, VA and private mortgage insurance provider guidelines

🎯 Requirements

• Bachelors Degree (B.A.) from a four-year College or University • One to two years related experience and/or training; or equivalent combination of education and experience • In-depth knowledge of Fair Debt Collection Practices Act (FDCPA) • Knowledge of Fair Lending and Fair Housing Acts • Knowledge of bankruptcy laws • 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 • 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

🏖️ Benefits

• Must be able to work until 8pm EST • “Comp” day will be provided in the week they are in Saturday rotation