SPOC Supervisor – Remote

Overview

Looking for a career with purpose and reward? At LoanCare we help customers every day with what is for many their largest and most personal financial transaction: the purchase of their home. With the mission to simplify the complex with empathy and insight, we are constantly innovating and are a top provider in the mortgage services industry as a result. We are actively seeking to fill the role of SPOC Supervisor. Our ideal candidate enjoys working with clients, both internal and external, eager to learn and maximize results, is detail oriented and driven to meet tight deadlines in a fast-paced environment. Background in the mortgage or real estate industry is a plus. If this sounds like you, and you are ready for a career and not just your next job, apply today!

Responsibilities

• Supervise daily operation of the SPOC unit, ensuring compliance with departmental policies/procedures and applicable government, investor, and client regulations.
• Supervise, coach, counsel and develop assigned staff.
• Ensure the SPOC team is effectively counseling all delinquent borrowers in Loss Mitigation options.
• Coordinate work activities to achieve volume expected to meet operational requirements and recommend operational improvements.
• Manage and maintain daily operations of Dialer campaigns.
• Review the department’s performance, identifying trends and assessing unit effectiveness.
• Handle escalated borrower calls, which may include conflict resolution, pursuing workout options, calculating and negotiating terms and setting up files in the Loss Mitigation workstation quickly and accurately.
• Receive and resolve customer complaints.
• Compile data and generate ad-hoc reporting for manager.
• Provide monthly summary to manager on departmental performance objectives.
• Ensure each member of your staff has 10 calls evaluated per month.
• Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training.
• All other duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• 3 years of supervisory experience preferred.
• 2 years of collections, legal or bankruptcy work experience required.
• Knowledgeable in scheduling and volume forecasting.
• High level of proficiency with Microsoft Office products.
• Excellent written and verbal communication skills.
• A strong team player with a high level of professionalism and initiative.
• Ability to work efficiently in a fast-paced environment where priorities change frequently to meet business needs.
• Strong negotiation, analytical, and problem-solving skills.
• Ability to organize, prioritize, and allocate workload for optimum efficiency.
• Ability to solve problems with a sense of urgency by recognizing opportunities, understanding risks, and acting quickly to overcome obstacles and reach a solution.
• Ability to resolve conflict appropriately.

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: Fidelity National Financial matching 401(k) and employee stock purchase plans 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: $52,400-$88,000.00 annually. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience. Build Your Future with LoanCare® At LoanCare, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration. Here, you’ll find: A culture that helps you thrive, with resources and support to fuel your growth Flexibility to work remotely, while staying connected through virtual engagement Opportunities to make a real impact in an industry that touches millions of lives If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team. 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. Equal Employment Opportunity LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law. Apply To This Job