Operations Team Lead – SPOC

🔥 4 hours ago

🌾 Iowa, South Carolina – Remote

🌾 Iowa – Remote 🌴 South Carolina – Remote

💵 $26 - $35 / hour

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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First American

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1889

🏠 Real Estate

💸 Finance

🏢 Enterprise

Real Estate • Finance • Enterprise

First American is a historical company that has been operating since 1889, evolving into a $9 billion organization with over 20,000 employees and more than 700 offices worldwide. The company provides a range of products and services that assist homebuyers, sellers, businesses, and investors in the real estate market. With a strong focus on employee engagement and culture, First American emphasizes innovation, technology, and community involvement, driving transformation within the real estate industry.

📋 Description

• Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities • Ensure service level agreements and performance objectives are met • 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 • Strong 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 • Exceptional time management and organizational skills • 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 organizational levels • Ability to work 11:00am-8:00pm EST, Monday-Friday • Successful completion of 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