Single Point of Contact ( SPOC) Supervisor

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Job description

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.

Who We Are

LoanCare is a top national provider in mortgage loan subservicing. The Company has been servicing loans for over 30 years and are known for superior customer support and digital innovation. Over $300 billion in asset value is managed by the team. LoanCare is part of Fidelity National Financial (NYSE: FNF), a leading provider of title insurance and transaction services to the real estate and mortgage industries.

ESSENTIAL FUNCTIONS

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Speaking - Talking to others to convey information effectively.

Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Active Listening - Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Instructing - Teaching others how to do something.

Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Time Management - Managing one's own time and the time of others.

Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.

Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension - The ability to read and understand information and ideas presented in writing.

Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Near Vision - The ability to see details at close range (within a few feet of the observer).

Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression - The ability to communicate information and ideas in speaking so others will understand.

Speech Recognition - The ability to identify and understand the speech of another person.

Speech Clarity - The ability to speak clearly so others can understand you.

WORK CONDITIONS

Working conditions are normal for an office environment. Ability 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. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

PHYSICAL DEMANDS

Sitting up to 90% of time

Walking and standing up to 10% of time

Occasional lifting, stooping, kneeling, crouching, and reaching.

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.

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