SPOC Servicing Supervisor

🔥 15 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Freedom Mortgage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💸 Finance

🏠 Real Estate

👥 B2C

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

Finance • Real Estate • B2C

Freedom Mortgage is a U. S. -based residential mortgage lender and servicer that provides home loan products and related services to consumers. The company offers purchase and refinance mortgages (VA, FHA, USDA, and conventional), HELOCs, fixed- and adjustable-rate terms, cash-out and streamline refinances, online account management and payment tools, and customer support including loan advisors. Freedom Mortgage focuses on consumer (B2C) mortgage origination and servicing for homebuyers and homeowners.

📋 Description

• Oversee and ensure compliance of the Single Point of Contact team in the Loss Mitigation group • Manage a team of 10-12 SPOC Specialists • Handle daily supervisory functions including timecards, interviews, and coordination with HR on disciplinary action • Hold daily team huddles to review changes, answer questions, and provide updates • Conduct regular 1:1s with phone agents regarding scorecard trends, development opportunities, and career pathing • Conduct side-by-side call observations and provide live feedback and direction • Coordinate agent schedule changes and adherence concerns with the Command Center • Provide direction on department goals and drive call focus based on Loss Mitigation touchpoints • Ensure agents meet call expectations and address performance gaps immediately • Assign SPOC agents to accounts and publish assigned accounts 2-3 times per week • Ensure Loss Mitigation Underwriting and Single Point of Contact operations comply with investor, agency/insurer, FHA, VA, and private mortgage insurance guidelines • Partner with Change Management to create and update job aids and communicate policy and guideline changes • Manage department work queues and document consumer contacts, requests, and next steps in the loss mitigation and foreclosure process • Train and develop staff • Recommend and implement procedural changes and identify efficiency improvements • Assist mortgagors with foreclosure avoidance and identify retention options such as modifications, rate reductions, short sales, and principal balance reductions • Work with Quality Assurance, Compliance, Risk, Audit, Management, Legal, and internal business partners to assure compliance and limit audit findings and financial or reputational exposure • Interview, hire, train, plan, assign, and direct work; appraise performance; reward and discipline employees; address complaints and resolve problems • Perform other related duties as assigned

🎯 Requirements

• Bachelor's 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 • Knowledge of FHA, VA, USDA, FNMA, and FHLMC loss mitigation options and the waterfall • Professional competency in all states of loss mitigation and the foreclosure process and requirements for all states • Ability to work until 8pm EST • Ability to work 11am-8pm EST as a full-time shift • Ability to work one Saturday per month • Familiarity and compliance with CFPB requirements • In-depth knowledge of the Fair Debt Collection Practices Act (FDCPA), Fair Lending and Fair Housing Acts, related state or federal mortgage loan servicing requirements, and related bankruptcy laws • Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and governmental regulations • Ability to write reports, business correspondence, and procedure manuals • Ability to effectively present information and respond to questions • Ability to work with probability, statistical inference, geometry, trigonometry, fractions, percentages, ratios, and proportions • Ability to solve practical problems and interpret written, oral, diagram, or schedule instructions • Ability to sit and talk or hear frequently; occasionally stand, walk, use hands, reach, and lift or move up to 25 pounds • Maintain regular and punctual attendance

🏖️ Benefits

• Comp day provided during the week of the Saturday rotation • Equal employment opportunity and reasonable accommodation support