Sr. Collections (SPOC) Operations Supervisor - ServiceMac

Job description

Who We Are ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. What We Do The SPOC Supervisor leads the daily operations of the Single Point of Contact (SPOC) team within Loss Mitigation, providing strategic direction, oversight, and leadership to ensure effective borrower engagement, delinquency resolution, and compliance-driven outcomes. This role is responsible for supervising Sr. Collections Specialists (SPOCs), managing escalated or complex borrower situations, and ensuring consistent delivery of retention and liquidation solutions aligned with investor, regulatory, and company requirements. As a senior subject matter expert, the SPOC Supervisor oversees performance management, operational reporting, workflow planning, and continuous process improvement specific to loss mitigation and collections activities. This role ensures adherence to investor guidelines (FHA, VA, FNMA, FHLMC), regulatory requirements, and internal policies while fostering a high-performing, customer-focused, and accountable environment. Through coaching and development, the Supervisor ensures SPOCs provide exceptional service, maintain detailed documentation, and effectively guide borrowers through home retention or liquidation options. WHAT YOU'LL DO 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. WHAT YOU’LL BRING Required Education, Experience, Certification/Licensure 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 Knowledge, SKILLS, and Abilities (KSAs) 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. Candidates selected for employment will be required to successfully complete a background check and credit check as a condition of employment, where permitted by applicable law. Pay Range: $64,300.00 - $85,700.00 Annually This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location. What We Offer By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.