Senior Collections Operations Supervisor

First American

. Lead daily operations of the Single Point of Contact (SPOC) team within Loss Mitigation .

Posted 9/24/2026full-timeRemote • United StatesSenior💰 $64,300 - $85,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing collections and loss mitigation teams, ensuring compliance with investor guidelines and regulatory requirements while fostering a customer-focused environment. Proficient in analyzing performance metrics and implementing process improvements to enhance borrower engagement and operational efficiency.

Highest-signal resume keywords

Loss Mitigation ProcessesCollections StrategiesInvestor Guidelines (FHA, VA, FNMA, FHLMC)Fair Debt Collection LawsLeadership and Coaching Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CollectionsLoss MitigationMortgage ServicingPerformance ManagementOperational ReportingWorkflow PlanningProcess ImprovementAccount AnalysisCompliance AdherenceProblem-Solving

Soft Skills

Verbal CommunicationWritten CommunicationActive ListeningTime ManagementOrganizational Skills

Industry Keywords

Borrower EngagementDelinquency ResolutionRetention SolutionsLiquidation SolutionsBackground CheckCredit Check

About the role

Key responsibilities & impact

Lead daily operations of the Single Point of Contact (SPOC) team within Loss Mitigation
Provide strategic direction, oversight, and leadership to ensure effective borrower engagement, delinquency resolution, and compliance-driven outcomes
Supervise Sr. Collections Specialists (SPOCs)
Manage escalated or complex borrower situations
Ensure delivery of retention and liquidation solutions aligned with investor, regulatory, and company requirements
Oversee performance management, operational reporting, workflow planning, and continuous process improvement
Ensure adherence to investor guidelines, regulatory requirements, and internal policies
Foster a high-performing, customer-focused, and accountable environment
Oversee borrower engagement strategies and act as the primary point of contact for loss mitigation and collections-related inquiries
Monitor team performance metrics, analyze trends, and identify opportunities for improved borrower outcomes, operational efficiency, and compliance adherence
Provide training, coaching, mentoring, and side-by-side support to SPOCs
Conduct performance evaluations, deliver feedback, and establish development plans
Participate in candidate interviews and support hiring and onboarding
Drive continuous process improvement initiatives
Perform special projects, quality reviews, or analyses as required

Requirements

What you’ll need

Bachelor’s degree or equivalent combination of education and experience
3-5 years of experience in collections, loss mitigation or mortgage servicing
2+ years demonstrated experience in a lead or supervisory role
Strong knowledge of loss mitigation processes, collections strategies, and borrower assistance programs
Advanced understanding of investor guidelines (FHA, VA, FNMA, FHLMC)
Strong knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and related regulations
Demonstrated leadership, coaching, and mentoring skills
Excellent verbal and written communication skills with effective active listening and problem-solving abilities
Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions
Excellent time management and organizational skills
Successful completion of a background check and credit check as a condition of employment, where permitted by applicable law

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
401k
PTO/paid sick leave
Employee stock purchase plan
Inclusive workplace culture
Equal opportunity employment