Operations Team Lead (SPOC) – ServiceMac

About This Opportunity

We are representing a confidential mortgage servicing organization in their search for an Operations Team Lead (SPOC). This remote role provides hands-on leadership to a senior collections team focused on loss mitigation and advanced delinquency resolution. You'll serve as the primary escalation point for complex borrower situations while coaching team members and ensuring operational excellence across regulatory and investor requirements.

Responsibilities

• Lead daily operations for the SPOC team by monitoring queues, pipeline flow, and priorities to meet service level agreements and performance objectives
• Act as the escalation point for complex borrower situations including advanced delinquency resolutions, loss mitigation options, disputed accounts, bankruptcy matters, and regulatory concerns
• Perform inbound and outbound customer outreach on escalated accounts, modeling best practices in communication, negotiation, and compliance
• Partner with leadership to monitor KPIs, identify trends, and provide recommendations to improve team outcomes and borrower experience
• Support onboarding, training, coaching, and mentoring of Senior Collections Specialists through side-by-side support and refresher training
• Serve as subject matter expert for SPOC processes, investor programs (FHA, VA, FNMA, FHLMC), and loss mitigation options including forbearance, loan modification, short sale, and deed in lieu
• Review account activity and documentation to ensure accuracy, completeness, and compliance with regulatory, investor, and company standards
• Assist with workflow coordination, issue resolution, and daily questions during peak periods
• Contribute to process improvement initiatives, audits, and operational reviews as assigned

What We're Looking For

• High school diploma or equivalent required; some college preferred
• 5+ years of mortgage servicing experience with strong emphasis on SPOC, loss mitigation, and advanced collections
• Prior experience leading, coaching, or mentoring within a collections or loss mitigation environment preferred
• Advanced understanding of SPOC operations, loss mitigation workflows, and collections best practices
• Strong knowledge of investor guidelines and programs including FHA, VA, FNMA, and FHLMC
• Working knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and applicable regulatory requirements
• Demonstrated ability to handle complex borrower interactions with professionalism, empathy, and strong negotiation skills
• Proven leadership and coaching abilities with a collaborative, team-focused approach
• Strong analytical skills with ability to interpret complex account scenarios and make sound recommendations
• Excellent verbal and written communication skills with strong active listening and problem-solving capabilities
• Exceptional time management and organizational skills with ability to manage multiple priorities in a fast-paced environment
• Proficient in Microsoft Office applications and mortgage servicing systems
• Available to work 11:00am-8:00pm EST, Monday-Friday

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through our recruiting team to ensure the best experience for you.

Pay

This is a remote, full-time position. 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.

Equal Opportunity

Get A Job.ai is committed to fostering an inclusive environment and is proud to be an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.