Operations Team Lead (SPOC) - ServiceMac

Who We Are ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac 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. What We Do 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. HOW YOU’LL CONTRIBUTE: 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. WHAT YOU'LL BRING 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 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, coaching, and mentoring abilities with a collaborative and team-focused approach. Strong analytical skills with the 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 the ability to manage multiple priorities in a fast-paced environment. Strong attention to detail and commitment to maintaining accurate, compliant documentation. Proficient in Microsoft Office applications and mortgage servicing systems. Ability to communicate effectively and build relationships with team members and stakeholders at all levels of the organization. Working hours are 11:00am-8:00pm EST, Monday-Friday. 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. What We Offer By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan. Pay Range: $26.88 - $35.82 Hourly, Remote This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.