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Supervisor, SPOC Svcg

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The SPOC Supervisor – Borrower Outreach is responsible for the oversight and compliance of the Single Point of Contact team in the Loss Mitigation group.  The Supervisor 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 of 10-12 SPOC/Loss Mitigation Specialists
  • Handles daily supervisory functions including timecards, interviews and coordination with HR on disciplinary action as necessary
  • Holds daily team huddles to review changes, answer questions and provide updates
  • Deliver regular 1:1s with phone agents to discuss employee scorecard trending, areas of opportunity, career pathing
  • Conducts side by side call observations with each team member to provide live feedback and direction
  • Coordinates any agent schedule changes/adherence concerns with the Command Center
  • Provides direction to Loss Mitigation Specialists on department goals; drives call focus based on Loss Mitigation touchpoints.  Ensures agents are meeting expectations on calls, addresses gaps in performance immediately
  • Assign SPOC agents to accounts as needed, publish SPOC assigned accounts to agents 2-3x/week
  • Must be familiar and compliant with CFPB requirements
  • 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.
  • Partner with Change Management to create job aids as needed and keep them up to date as guidelines and policy change; communicate the changes to the staff and ensure compliance
  • 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
  • Train and develop staff
  • Recommends and implements changes in procedures.
  • Identify gaps and make recommendations for efficiency gains.
  • Partners with internal business partners to actively assist mortgagors in foreclosure avoidance, to include identifying customers for retention options such as modifications, rate reductions, short sales, principal balance reductions, etc., as investor guidelines allow.
  • Work with Quality Assurance, Compliance, Risk, Audit and the Management team to assure compliance with FHA, VA, FNMA/FHLMC, Rural Housing and the various PMI companies’ loss mitigation guidelines as well as internal policies and procedures.
  • Partner with QA, compliance, legal, risk, management team, fellow supervisors and team to limit audit findings, mitigate financial and reputational exposure to Freedom Mortgage.

Supervisory Responsibilities:

  Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Other Related Duties:

  • Performs other related duties as assigned.


  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.

Must be able to work one Saturday a month. “Comp” day will be provided in the week they are in Saturday rotation
Must be able to work 1-10 as a full time shift or on occasion when coverage is required

Mortgage Servicing experience preferred