SPOC Servicing Supervisor

Freedom Mortgage

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

Posted 11/5/2026full-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 CFPB guidelines, and effective team management. Capable of training staff, conducting performance evaluations, and implementing procedural improvements to enhance operational efficiency.

Highest-signal resume keywords

Loss Mitigation ExpertiseTeam ManagementFHA/VA CompliancePerformance EvaluationTraining and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Loss Mitigation ProcessesForeclosure AvoidanceFHA GuidelinesVA GuidelinesUSDA GuidelinesFNMA KnowledgeFHLMC KnowledgeMathematical AnalysisReport WritingBusiness Correspondence

Soft Skills

LeadershipCommunicationProblem SolvingInterpersonal SkillsTime Management

Industry Keywords

CFPB ComplianceFair Debt Collection Practices ActFair Lending ActFair Housing ActMortgage Loan Servicing RequirementsBankruptcy LawsAudit ManagementChange ManagementConsumer Contacts DocumentationPerformance Metrics

About the role

Key responsibilities & impact

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

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 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 & perks

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