Loss Mitigation Specialist (SPOC)

Loss Mitigation Specialist (SPOC)

Jacksonville, FL | 100% Onsite

$26.44/hour

Monday–Friday | 11:00 AM – 8:00 PM EST

Are you experienced in mortgage loss mitigation, borrower assistance, or mortgage servicing operations?

We are seeking a Mortgage Loss Mitigation Specialist (SPOC) to support homeowners experiencing financial hardship by guiding them through available mortgage assistance solutions. This role is ideal for candidates with hands‑on experience managing delinquent mortgage accounts, evaluating hardship documentation, and assisting borrowers with repayment and retention options.

As a Single Point of Contact (SPOC), you will work directly with borrowers throughout the loss mitigation process — helping evaluate financial situations, coordinating documentation, and identifying appropriate workout solutions such as repayment plans, forbearances, modifications, deferrals/partial claims, short sales, and deeds in lieu.

• Serve as the primary point of contact (SPOC) for borrowers seeking mortgage assistance
• Manage a pipeline of delinquent mortgage accounts from initial hardship through resolution
• Review borrower financial documents including income, expenses, hardship letters, and supporting documentation
• Evaluate and discuss available loss mitigation solutions, including:
• Repayment plans
• Forbearance agreements
• Loan modifications
• Deferrals / Partial Claims
• Short sales
• Deeds in lieu of foreclosure
• Communicate clearly with borrowers regarding timelines, documentation requirements, and workout eligibility
• Handle inbound and outbound borrower communications related to mortgage hardship assistance
• Maintain accurate servicing notes and account documentation within mortgage servicing systems
• Ensure compliance with investor, insurer, and regulatory guidelines
• Resolve escalated borrower concerns with professionalism and empathy
• Collaborate with internal departments to facilitate timely case resolution

• 3+ years of experience in:
• Mortgage Loss Mitigation
• Mortgage Servicing
• Default Servicing
• Collections or borrower assistance
• Strong understanding of mortgage workout solutions and hardship programs
• Experience reviewing borrower financials and supporting documentation
• Excellent communication, negotiation, and customer service skills
• Ability to manage a high-volume case pipeline in a fast-paced environment
• Strong attention to detail and organizational skills
• Comfortable navigating servicing systems and documenting borrower interactions

• Previous SPOC (Single Point of Contact) experience
• Knowledge of investor guidelines (FHA, VA, Fannie Mae, Freddie Mac, etc.)
• Experience with:
• Loan modifications
• Deferrals / partial claims
• Foreclosure alternatives
• Short sale or deed in lieu processing
• Familiarity with mortgage servicing and default management systems
• Understanding of regulatory and compliance requirements related to borrower assistance

• Microsoft Office Suite (Excel, Word, Outlook)
• Mortgage servicing platforms
• Loss mitigation and default servicing systems
• Call management and financial documentation tools

• In-person interview
• Background check
• Drug screen
• Clerical assessment
• Credit check

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