SPOC Servicing Supervisor

Freedom Mortgage

. Oversee and ensure compliance of the Single Point of Contact team in the Loss Mitigation group .

Posted 10/9/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Loss Mitigation processes, including compliance with FHA, VA, and other mortgage guidelines, while effectively managing a team to achieve departmental goals. Proficient in training, developing staff, and implementing procedural improvements to enhance operational efficiency.

Highest-signal resume keywords

Loss Mitigation ManagementTeam LeadershipFHA/VA CompliancePerformance ManagementTraining and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Loss Mitigation OptionsForeclosure ProcessFHA GuidelinesVA GuidelinesUSDA GuidelinesFNMA KnowledgeFHLMC KnowledgeCFPB ComplianceFDCPA KnowledgeStatistical Analysis

Soft Skills

Effective CommunicationProblem SolvingInterpersonal SkillsTeam CoordinationPerformance Feedback

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Mortgage ServicingConsumer ContactsAudit ComplianceChange ManagementQuality Assurance

About the role

Key responsibilities & impact

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

What you’ll need

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 & perks

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