Operations Team Lead – SPOC

First American

. Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities .

Posted 9/24/2026full-timeRemote • United StatesSenior💰 $27 - $36 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in SPOC operations, loss mitigation workflows, and advanced collections, with a strong focus on compliance and customer communication. Proven ability to lead, coach, and mentor teams while analyzing performance metrics to enhance borrower experiences.

Highest-signal resume keywords

SPOC OperationsLoss MitigationAdvanced CollectionsInvestor GuidelinesFair Debt Collection Laws

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Mortgage Servicing ExperienceNegotiation SkillsAnalytical SkillsDocumentation AccuracyKPI Monitoring

Soft Skills

Leadership AbilitiesEmpathyProblem-SolvingTime ManagementOrganizational Skills

Tools & Technologies

Microsoft OfficeMortgage Servicing Systems

Industry Keywords

FHAVAFNMAFHLMCU.S. Bankruptcy Code

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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