Collections Single Point of Contact (SPOC)

Accountabilities: Manage an individual pipeline of mortgage loans, reviewing each assigned account weekly to monitor status and determine appropriate follow-up actions. Respond to incoming calls, return voicemails, handle escalations, and address other requests within 24 hours of receipt. Make outbound calls to borrowers to understand reasons for missed payments, discuss account status, and negotiate suitable payment arrangements. Explain loss mitigation options and relevant processes to help homeowners understand potential solutions and next steps. Accept payments and coordinate repayment plans in accordance with established procedures. Participate in calling campaigns, including initiatives focused on collecting required documentation. Develop working knowledge of mortgage servicing processes and requirements across Fannie Mae (FNMA), Freddie Mac (FHLMC), FHA, VA, GNMA, and private investors. Collaborate with clients and internal departments to resolve outstanding issues and ensure timely follow-through. Work closely with supervisors and team leads to follow best practices, communicate concerns, and escalate issues when necessary. Research and evaluate information to address customer inquiries and complaints accurately and promptly. Take ownership of homeowner inquiries, maintaining a customer-focused approach from initial contact through resolution. Serve as a point of contact for active-duty military personnel covered by the Servicemembers Civil Relief Act (SCRA). Explain collections, loss mitigation, and foreclosure procedures, using relevant mortgage servicing systems to review account status and clarify the homeowner's position in the process. Route calls and requests to the appropriate teams when they fall outside the scope of the role. Complete ongoing corporate and online training to maintain knowledge of relevant procedures, systems, and requirements. Requirements: High school diploma or equivalent required. 2–4 years of experience in mortgage servicing, or an equivalent combination of education and experience. Proficiency in Microsoft Office applications, including Word, Excel, and Outlook. Knowledge of the Fair Debt Collection Practices Act (FDCPA) and an ability to learn and apply relevant laws, regulations, and requirements established by states, investors, clients, and insurers. Excellent written and verbal communication skills, with the ability to interact professionally with homeowners, clients, and internal stakeholders. Strong analytical, critical-thinking, and problem-solving skills. Ability to use telephone dialer systems to manage inbound and outbound calls. Adaptability when processes, procedures, and priorities change. Strong attention to detail and a commitment to accurate, consistent documentation and results. Ability to work independently while contributing effectively to a collaborative team. Strong organizational and multitasking skills, with the ability to perform in a fast-paced, high-volume environment. Experience with LPS mortgage servicing systems preferred. Typing speed of 50 words per minute preferred. Benefits: Compensation: $25.00 per hour, as listed in the original posting. Health and welfare coverage: Optional medical, dental, vision, life, and disability insurance. Paid time off: Paid holidays, vacation, and sick leave. Retirement and financial benefits: Employer-matching 401(k) plan and employee stock purchase plan. Wellness programs: Access to mental health resources, including Calm memberships, and initiatives supporting physical and emotional well-being. Employee recognition: Programs celebrating achievements and professional milestones. Lifestyle perks: Discounts on gym memberships, pet insurance, and employee purchasing programs. Learning and development: Tuition reimbursement to support continued education and professional growth. Remote work flexibility: Remote working arrangements with company-provided equipment. Home office requirements: A quiet, private workspace and a reliable high-speed internet connection with minimum download speeds of 25 Mbps and upload speeds of 10 Mbps. Professional growth: Opportunities to build mortgage servicing expertise and develop customer relationship and collections skills.