Supervisor, SPOC Servicing
Company: Freedom Mortgage
Posted on: May 6, 2021
Summary: The SPOC Supervisor 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
- 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
- Assign SPOC agents to accounts as needed, publish SPOC assigned
accounts to agents 2-3x/week
- 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 1-10pm EST as a full time shift
- 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
- 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
- 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
Certificates, Licenses, Registrations:
- NMLS and SAFE Licenses, preferred
- 14 State Licenses, preferred Other Related Duties:
- Performs other related duties as assigned. 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. Qualifications: 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 (1) to two (2) 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.
#CB #LI-EK1 Founded in Mount Laurel, NJ in 1990, Freedom Mortgage
has since grown into one of the largest and fastest-growing
privately owned full-service residential lenders in the USA.
Licensed in all 50 states, Washington D.C., Puerto Rico and the
Virgin Islands, Freedom Mortgage has over 5000 employees
nationwide, proudly servicing $225.6 billion, and is still growing.
Our mission is to foster homeownership in America. Freedom is a
leader in VA mortgage lending and is one of the mortgage industry's
largest philanthropic supporters of the USO and military families
through its Team Freedom Cares philanthropic arm. Locations include
suburban Philadelphia and Fishers, IN, two regions where we were
named Top Workplaces. We also have large operating centers
countrywide, including these desirable markets: Beaverton , OR;
Boca Raton, FL; Columbia, MD; Jacksonville, FL; Melville, NY;
Plano, TX; San Dimas, CA; Tempe, AZ; Troy, MI and Woodbridge, VA.
If you seek a sense of community, top training, opportunity for
advancement, a comprehensive benefits package and reward and
recognition program, look no further. Freedom Mortgage Corporation
is an Equal Opportunity Employer committed to workforce diversity.
Qualified applicants will receive consideration without regard to
age, race, color, religion, gender, sexual orientation, national
origin, or their status as a protected veteran or an individual
with disabilities. Local applicants encouraged to apply. Employment
contingent upon successful completion of background investigation.
Smoke-free workplace. Drug-free work environment. Excellent
benefits package including medical, dental, vision and 401(k). All
resumes are held in confidence. Only candidates whose profiles
closely match requirements will be contacted during this search.
LENDER NMLS ID:2767 Equal Opportunity Employer-
Keywords: Freedom Mortgage, Fishers , Supervisor, SPOC Servicing, Other , Fishers, Indiana
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