Operations Team Lead – SPOC

🔥 1 minute ago

🌾 Iowa, North Carolina, +1 more states – Remote

🌾 Iowa – Remote 🌲 North Carolina – Remote 🌴 South Carolina – Remote

💵 $26 - $35 / hour

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

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First American

WebsiteLinkedInAll Job Openings

10,000+ employees

🏠 Real Estate

🛡️ Insurance

🏦 Banking

💰 $450M Post-IPO Debt - First American on 2024-09

Real Estate • Insurance • Banking

First American is a leading provider of title insurance, settlement services and real estate transaction services that helps protect property ownership and facilitate real estate closings. The company also offers mortgage lender and servicer solutions, nationwide real estate data products (including DataTree), home warranty and insurance, and wealth management and banking services. First American provides eClosing and fraud-protection tools, property-centric datasets covering the U. S. , and both residential and commercial title and escrow services, positioning it at the intersection of real estate, insurance, and financial services.

📋 Description

• Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities • Act as 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 • Model best practices in customer communication, negotiation, and compliance • Monitor KPIs, identify trends, and provide recommendations to improve team outcomes and borrower experience • Support onboarding, training, coaching, and mentoring of Senior Collections Specialists • Serve as subject matter expert for SPOC processes, investor programs, and loss mitigation options • Review account activity, documentation, and notes for accuracy, completeness, and compliance • 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

🎯 Requirements

• 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 • Ability to handle complex borrower interactions with professionalism, empathy, and strong negotiation skills • Leadership, coaching, and mentoring abilities • Analytical skills and ability to interpret complex account scenarios and make sound recommendations • Excellent verbal and written communication skills, active listening, and problem-solving capabilities • Time management and organizational skills, with ability to manage multiple priorities in a fast-paced environment • Strong attention to detail and commitment to accurate, compliant documentation • Proficiency in Microsoft Office applications and mortgage servicing systems • Ability to communicate effectively and build relationships with team members and stakeholders at all levels • Must work 11:00am-8:00pm EST, Monday-Friday • Must successfully complete a background check and credit check where permitted by applicable law

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 401(k) • PTO/paid sick leave • Employee stock purchase plan • Inclusive, people-first workplace culture • Equal opportunity employment