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Supervisor, Spoc Jobs
Company | Freedom Mortgage |
Address | Beaverton, OR, United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-08-20 |
Posted at | 10 months ago |
This position is Hybrid and would require a candidate to report in office, as needed to one of the following locations:
- Fishers, IN
- Beaverton, OR
- Marlton, NJ
- Jacksonville, FL
- 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.
- Recommends and implements changes in procedures.
- Must be able to work one Saturday a month. “Comp” day will be provided in the week they are in Saturday rotation
- Assign SPOC agents to accounts as needed, publish SPOC assigned accounts to agents 2-3x/week
- Handles daily supervisory functions including timecards, interviews and coordination with HR on disciplinary action as necessary
- 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.
- Manages team of 10-12 SPOC/Loss Mitigation Specialists
- 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 non-compliance.
- Holds daily team huddles to review changes, answer questions and provide updates
- 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 performance immediately
- Coordinates any agent schedule changes/adherence concerns with the Command Center
- Train and develop staff
- 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
- Must be familiar and compliant with CFPB requirements
- Identify gaps and make recommendations for efficiency gains.
- Deliver regular 1:1s with phone agents to discuss employee scorecard trending, areas of opportunity, career pathing
- Partner with QA, compliance, legal, risk, management team, fellow supervisors and team to limit audit findings, mitigate financial and reputational exposure to Freedom Mortgage.
- Must be able to work 10-7 as a full time shift or on occasion when coverage is required
- 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
- Conducts side by side call observations with each team member to provide live feedback and direction
- 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.
- Maintain regular and punctual attendance.
- Must have NMLS and SAFE Licenses
- Must have at least 14 State Licenses
- Performs other related duties as assigned.
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