SPOC Servicing Supervisor

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

👻 Ghost score 10%

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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/Loss Mitigation Specialists • Handle timecards, interviews, and coordination with HR on disciplinary actions • Hold daily team huddles to review changes, answer questions, and provide updates • Conduct regular 1:1s covering scorecard trends, development opportunities, and career pathing • Conduct side-by-side call observations and provide live feedback and direction • Coordinate schedule changes and adherence concerns with the Command Center • Direct specialists on department goals and call focus based on Loss Mitigation touchpoints • Assign SPOC agents to accounts and publish assigned accounts 2–3 times per week • Ensure Loss Mitigation Underwriting and SPOC operations comply with investor, agency, insurer, FHA, VA, and PMI guidelines • Partner with Change Management to create and maintain job aids and communicate policy 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 efficiency improvements • Assist mortgagors with foreclosure avoidance and identify retention options such as modifications, rate reductions, short sales, and principal balance reductions • Collaborate with Quality Assurance, Compliance, Risk, Audit, Legal, and management teams to limit audit findings and mitigate financial and reputational exposure • Perform supervisory responsibilities including interviewing, hiring, training, assigning work, appraising performance, rewarding and disciplining employees, and resolving complaints and problems • Maintain regular and punctual attendance • Perform other related duties as assigned

🎯 Requirements

• Knowledge of FHA, VA, USDA, FNMA, and FHLMC loss mitigation options and waterfall • Professional competency in all states of loss mitigation and foreclosure processes and requirements • Compliance with state and federal guidelines and CFPB requirements • In-depth knowledge of the FDCPA, Fair Lending Act, Fair Housing Act, related mortgage loan servicing requirements, and bankruptcy laws • Must have NMLS and SAFE Licenses • Must have at least 14 State Licenses • 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 • 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 present information and respond to questions • Ability to apply mathematical concepts including 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 work one Saturday per month • Ability to work a 10–7 full-time shift when required • Ability to sit, talk, hear, stand, walk, use hands, reach, and occasionally lift or move up to 25 pounds

🏖️ Benefits

• Comp day provided during the week when working the Saturday rotation • Equal employment opportunity protections • Reasonable accommodations for applicants and employees with disabilities