Collections Single Point of Contact (SPOC)
Core
Serve as a key liaison between homeowners, clients, and internal teams to support effective mortgage collections and help homeowners understand their available options.
Role type
Mortgage collections specialist (SPOC)
Builds
Mortgage loan repayment plans and loss mitigation solutions
Domain
Real Estate / Mortgage Servicing
Deliverable
client delivery
Required skills
Mortgage servicing knowledge, loss mitigation options, FDCPA compliance, outbound/inbound calling, payment coordination, regulatory adherence
Preferred skills
LPS mortgage servicing systems, 50 wpm typing speed
Responsibilities
Manage an individual pipeline of mortgage loans, respond to incoming calls and handle escalations within 24 hours, make outbound calls to negotiate payment arrangements, explain loss mitigation and foreclosure procedures, accept payments and coordinate repayment plans, participate in calling campaigns for documentation collection, route calls outside role scope to appropriate teams
Seniority
Mid-level, individual contributor