OverviewWe are actively seeking to fill the role of SPOC Manager. This role leads the daily operations of the SPOC department, ensuring compliant, efficient, and customer-focused delivery of loss mitigation and borrower assistance services. Provides strategic leadership to supervisors and staff while driving performance, workforce planning, process improvement, risk management, and cross-functional partnership to achieve business objectives.
Responsibilities
- Direct and manage the daily operations of the SPOC department through subordinate supervisors and staff.
- Ensure all SPOC processes comply with investor, insurer, agency, client, and company requirements, including applicable loss mitigation regulations and borrower communication standards.
- Develop and implement departmental strategies and objectives that support corporate goals, borrower retention initiatives, and operational efficiency.
- Manage, coach, counsel, and develop SPOC Supervisors and other assigned leaders.
- Establish performance goals, monitor results, and implement action plans to improve productivity, quality, compliance, and customer experience.
- Ensure borrowers are provided accurate and timely information regarding available loss mitigation solutions and foreclosure prevention options.
- Review departmental performance metrics, identify trends, and implement process improvements to increase effectiveness and reduce operational risk.
- Oversee staffing, workforce planning, scheduling strategies, and training initiatives to meet operational demands and service level expectations.
- Monitor dialer performance, call campaigns, queue management, and workload distribution to maximize borrower outreach and engagement.
- Evaluate escalated borrower concerns, executive complaints, regulatory inquiries, and other complex servicing matters, providing guidance and resolution as appropriate.
- Prepare and distribute management reporting, performance scorecards, trend analyses, and key operational updates to senior leadership.
- Ensure quality assurance standards are maintained through regular monitoring, coaching, call reviews, and performance feedback.
- Partner with Compliance, Legal, Quality Control, Training, Workforce Management, and Operations teams to implement regulatory and operational changes.
- Ensure departmental policies and procedures are maintained, updated, tested, approved, and implemented in accordance with business and regulatory requirements.
- Identify and mitigate operational, compliance, and reputational risks within the SPOC function.
- Support internal and external audits, client reviews, regulatory examinations, and remediation efforts.
- Drive a culture of accountability, customer focus, continuous improvement, and employee engagement.
- All other duties as assigned.
Qualifications
- High School Diploma or equivalent required.
- 6-8 years of mortgage servicing, default servicing, loss mitigation, collections, or related experience.
- 5+ years of leadership experience managing subordinate supervisors or large operational teams.
- Strong knowledge of mortgage servicing, default operations, loss mitigation programs, foreclosure prevention strategies, and borrower assistance options.
- Thorough understanding of investor, insurer, government, client, and company requirements related to default servicing and loss mitigation.
- Demonstrated ability to lead multiple teams in a fast-paced operational environment.
- Strong analytical, organizational, and strategic planning abilities.
- Proven ability to evaluate operational metrics and implement solutions that improve performance and efficiency.
- Advanced problem-solving and decision-making skills.
- Exceptional verbal, written, and interpersonal communication skills.
- Strong negotiation and conflict-resolution capabilities.
- Ability to effectively manage competing priorities and meet deadlines.
- Experience developing policies, procedures, training materials, and operational controls.
- Proficiency in Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
- Ability to assess operational risk and implement appropriate controls and corrective actions.
- Desired Skills and Qualifications
- Bachelor's Degree or equivalent work experience preferred.
- Advanced knowledge of loss mitigation servicing platforms and mortgage servicing systems preferred.
- Experience managing remote and multi-site operations preferred.
- Experience supporting client-facing reporting and operational reviews preferred.
- LPS-MSP (Mortgage Servicing Platform) experience preferred.
- Prior experience leading large-scale process improvement initiatives preferred.
Total Rewards
LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:
- Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
- Time Off: Paid holidays, vacation, and sick leave
- Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
- Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
- Employee Recognition: Programs that celebrate achievements and milestones
- Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.
Compensation Range: $74,600-$139,800 annually. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.
About Remote Employment
We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.
Work Conditions
Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary.
Physical Demands
- Sitting up to 90% of the time
- Walking and standing up to 10% of the time
- Occasional lifting, stooping, kneeling, crouching, and reaching
#LI-JR1
