[Remote] Sr. Collections (SPOC) Operations Supervisor - ServiceMac

Note The job is a remote job and is open to candidates in USA. ServiceMac provides technology, products, and services for the mortgage and real estate industries, with a focus on personalized service, security, compliance, and customer satisfaction. The Sr. Collections (SPOC) Operations Supervisor leads the daily operations of the Single Point of Contact team within Loss Mitigation, overseeing borrower engagement, delinquency resolution, compliance, performance management, coaching, and process improvement.

Responsibilities

Levels and performance goals Oversee borrower engagement strategies, ensuring SPOCs effectively act as the primary point of contact for loss mitigation and collections-related inquiries Monitor team performance metrics, analyze trends, and identify opportunities for improved borrower outcomes, operational efficiency, and compliance adherence Provide training, coaching, mentoring, and side‑by‑side support to new and existing SPOC’s, including refreshers on procedures, systems, and compliance

requirements

Conduct regular performance evaluations, deliver constructive feedback, and establish development plans aligned with individual and organizational goals Support hiring and onboarding efforts by participating in candidate interviews, assessing

skills

and cultural fit, and contributing to the selection and successful integration of new collections talent Drive continuous process improvement initiatives to enhance workflow efficiency, customer experience, and overall team performance Perform special projects, quality reviews, or analyses as required

Skills

Bachelor's degree or equivalent combination of education and experience 3-5 years of experience in collections, loss mitigation or mortgage servicing 2+ years demonstrated experience in a lead or supervisory role Strong knowledge of loss mitigation processes, collections strategies, and borrower assistance programs Advanced understanding of investor guidelines (FHA, VA, FNMA, FHLMC) Strong knowledge of state and federal Fair Debt Collection laws, U. S. Bankruptcy Code, and related regulations Demonstrated leadership, coaching, and mentoring

skills

with the ability to guide others toward improved performance Excellent verbal and written communication

skills

• with effective active listening and problem‑solving abilities
• Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions
• Excellent time management and organizational skills, with the ability to handle multiple priorities in a fast‑paced environment

Benefits

Based on eligibility, comprehensive medical

benefits

Based on eligibility, dental

benefits

Based on eligibility, vision

benefits

Based on eligibility, 401k Based on eligibility, PTO/paid sick leave Based on eligibility, employee stock purchase plan Remote work arrangement Company Overview First American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. It was founded in 1889, and is headquartered in Santa Ana, California, USA, with a workforce of 10001+ employees. Its website is http//www.

firstam. com.