Skip to main content
High angle portrait of a young woman using her laptop indoorsHigh angle portrait of a young woman using her laptop indoors

Manager, SPOC svcg

Apply Now
Apply Now



The Loss Mitigation Specialist SPOC Manager – Borrower Outreach is responsible for the oversight and compliance of the Single Point of Contact team and mediations team in the Borrower Outreach group.  The Manager must be knowledgeable in FHA, VA, USDA, FNMA, and FHLMC loss mitigation options and the waterfall.  Must effectively demonstrate a professional level of competency in all states of loss mitigation and the foreclosure process and requirements for all states, while adhering to all state and federal guidelines. 

Essential Job Functions:

  • Manages team 4 or more SPOC Supervisors and 1 Borrower Outreach/Mediations Supervisor
  • Provides consultation to Supervisors as needed on HR matters, employee issues and general daily functions
  • Holds supervisor team accountable for adequately developing/mentoring staff, including daily huddles and regularly scheduled1:1s with staff
  • Deliver regular 1:1s with phone Supervisors to discuss employee scorecard trending, areas of opportunity, career pathing
  • Review all relevant daily reports and identify gaps in performance or process; take action to remediate as appropriate
  • Manage the agent licensure process; work directly with Legal to maintain accurate records and get agents licensed accordingly
  • Represents the company in a professional and enthusiastic manner by providing an exceptional level of customer service; often dealing with borrowers face-to- face or in difficult/escalated situations
  • Professional and timely communication among team and upward in the organization, must keep Senior Management abreast of challenges, initiatives and accomplishments
  • Must be able to speak with expertise and confidence on subject matters to internal and external audiences (investors, non-profit partners, borrowers, vendors etc)
  • Coordinate employee progression on department specific career path based on licensing
  • Drive efforts to recognize staff performance, organize contests/oversight on goals to enhance employee engagement
  • Provides direction to SPOC Supervisors on department goals; drives call focus based on LM touchpoints
  • Deliver monthly “floor meeting”, recognizing top performers, department stats, areas of opportunity
  • Create system triggers for department task tracking and reporting to ensure compliance
  • Ensure that Loss Mitigation Underwriting, Single Point of Contact are operating in full compliance with investor, agency/insurer, FHA, VA and private mortgage insurance provider guidelines and results in no monetary losses from non-compliance.
  • Requires an in-depth knowledge of Fair Debt Collection Practices Act (FDCPA), as well as Fair Lending and Fair Housing Acts and any other related state or federal mortgage loan servicing requirement, including knowledge of related bankruptcy laws.
  • Effectively manage department work queues, ensuring they are up to date and properly documenting the system of record all consumer contact, requests for activity from other business units and the next steps in loss mitigation and foreclosure process
  • Completes risk assessments and implements controls to mitigate compliance and operation risks
  • Review department strategies as needed to meet monthly performance objectives
  • Organize borrower outreach/foreclosure avoidance events based on delinquent book of business; this includes engaging with 3rd party agencies, venues and internal business partners
  • Must be able to work one Saturdays on occasion. “Comp” day will be provided in the week they are in Saturday rotation
  • Must be able to work 10-7 on occasion when coverage is required
  • Must be familiar and compliant with CFPB requirements
  • Must be able to travel overnight as business requires, less than 25%


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

Bachelors 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.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.






Employer’s Rights:


This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.