SPOC Servicing Supervisor

Freedom Mortgage

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

Posted 10/15/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in Loss Mitigation processes, compliance with FHA, VA, and other regulatory guidelines, and effective team management. Proficient in training, developing staff, and implementing procedural improvements to enhance operational efficiency.

Highest-signal resume keywords

Loss Mitigation ManagementFHA, VA, USDA, FNMA, FHLMC KnowledgeNMLS and SAFE LicensesCompliance with CFPB and State GuidelinesTeam Leadership and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Loss Mitigation ProcessesForeclosure ProcessesRegulatory ComplianceMathematical AnalysisReport WritingBusiness CorrespondenceProcedure Manual DevelopmentCall ObservationPerformance AppraisalOperational Efficiency Improvements

Soft Skills

Team CoordinationEffective CommunicationProblem SolvingInterpersonal SkillsTraining and Development

Certifications & Qualifications

NMLS LicenseSAFE License14 State Licenses

Industry Keywords

FDCPAFair Lending ActFair Housing ActBankruptcy LawsConsumer ContactsAudit ComplianceChange ManagementQuality AssuranceRisk ManagementMortgage Loan Servicing

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/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

What you’ll need

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 & perks

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