Operations Team Lead; SPOC; 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 Operations Team Lead supports the daily operations of the Sr. Collections team (also known as Single Point of Contact- SPOC) by providing hands-on leadership, subject matter expertise, and operational oversight. This role serves as the primary escalation point for complex loss mitigation and delinquency scenarios while guiding team performance, workflow, and quality. In addition to performing escalated loss mitigation activities, the Operations Team Lead partners closely with leadership to ensure adherence to investor, regulatory, and company requirements.

This position plays a critical role in coaching and developing Sr. Collections Specialists, driving operational consistency, and contributing to a high-performing, customer-focused loss mitigation environment.

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

Knowledge, Skills, and Abilities (KSAs)

• High School diploma or equivalent required; some college preferred.
• Typically requires 5+ years of mortgage servicing experience, with strong emphasis on SPOC, loss mitigation, and advanced collections.
• Prior experience leading, coaching, mentoring, or acting as a senior resource within a collections or loss mitigation environment preferred.
• Advanced understanding of SPOC operations, loss mitigation workflows, and collections best practices.
• Strong knowledge of…