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Loss Mitigation Supervisor
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Loss Mitigation Coordinator
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Loss Mitigation Specialist
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Loss Mitigation Specialist, FHA/VA
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Loss Mitigation Supervisor, SPOC
2 months ago
The Loss Mitigation Supervisor, SPOC, plays a critical role in the organization by overseeing and supervising SPOC call activities. This role works directly with borrowers experiencing financial hardships to identify homeownership retention options for eligible loans. Key responsibilities include communication of missing documents, approval and/or denial decisions, monitoring trial payment plans, and educating borrowers on Loss Mitigation programs in accordance with investor/insurer, state, and federal guidelines/regulations.
Key Responsibilities- Lead efforts to define key performance metrics for each representative and team, regularly tracking and reviewing metrics to measure performance and identify areas of improvement.
- Prepare and analyze call center reports to track performance, identify trends, and make data-driven decisions to improve productivity.
- Coach and hold team members accountable for KPI metrics.
- Interview candidates and facilitate the onboarding process with new hires.
- Assure Loss Mitigation SPOC Representatives manage call volumes in accordance with all applicable regulations and laws.
- Perform Quality Monitoring reviews of SPOC calls to verify compliance with telephone standards and investor guidelines.
- Role model and coach SPOC Representatives on how to explore, analyze, and respond to customers' issues and concerns via phone and through written correspondence.
- Handle escalated customer inquiries or complaints; resolving issues promptly and effectively to ensure borrower satisfaction.
- Collaborate with other departments within servicing to address borrower's needs, resolve issues, and ensure seamless communication and workflow.
- Identify and stay current on changes in industry regulations and recommend updates to internal policies, procedures, and systems.
- High school diploma or equivalent required; some college courses/technical training preferred.
- A minimum of five years' experience in mortgage loan servicing experience in a high-volume call center required.
- A minimum of two years' experience in a supervisory/lead role required.
- Active NMLS license required.
- Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
Guild Mortgage Company is an Equal Opportunity Employer. We offer a pleasant work environment, competitive compensation, and an excellent benefits package, including medical, dental, vision, life insurance, AD&D, LTD, and 401(k) with employer match.
