Sr. Collections; SPOC) Operations Supervisor - ServiceMac

Who We Are

Service Mac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. Service Mac 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.

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.

• 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 sidebyside 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.

• 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

• 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…