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 (SPOC) 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, 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 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 SPOC operations comply with investor, agency/insurer, FHA, VA, and private mortgage insurance provider guidelines • Partner with Change Management to create and update job aids and communicate guideline and policy changes • Manage department work queues and ensure accurate system-of-record documentation of consumer contacts, requests, and next steps • 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 • Partner with Quality Assurance, Compliance, Risk, Audit, Management, Legal, supervisors, and the team to limit audit findings and mitigate financial and reputational exposure • Maintain regular and punctual attendance • Perform other related duties as assigned • Interview, hire, train, plan, assign, direct, appraise, reward, and discipline employees; address complaints and resolve problems

🎯 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 waterfall • Professional competency in loss mitigation and foreclosure processes 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 Act, Fair Housing Act, 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 present information and respond to questions from managers, clients, customers, and the general public • 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-based instructions • Ability to perform essential functions with or without reasonable accommodation • Occasionally lift and/or move up to 25 pounds

🏖️ Benefits

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

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