Mortgage Single Point of Contact (SPOC) Specialist

Summary

The Single Point of Contact (SPOC) Specialist serves as the primary and consistent liaison for borrowers who are delinquent or seeking loss mitigation assistance. This role is responsible for managing borrower relationships throughout the loss mitigation lifecycle—from initial outreach through final resolution—while ensuring full compliance with federal regulations, investor guidelines, and company policies.

The SPOC delivers a high level of customer service to borrowers experiencing financial hardship and works cross-functionally with internal departments including Customer Service, Escrow, Foreclosure, Bankruptcy, Cashiering, Underwriting, and other operations teams to identify and implement appropriate loss mitigation solutions that achieve optimal outcomes for both the borrower and the company.

Major Duties and Responsibilities (Essential Functions) 

Borrower Communication & Case Management

• Serve as the designated, single point of contact for assigned borrowers throughout the loss mitigation process.
• Proactively engage borrowers to explain available loss mitigation options, including repayment plans, forbearance, deferrals, partial claims, loan modifications, short sales, and deeds-in-lieu of foreclosure.
• Clearly communicate program requirements, documentation needs, timelines, and next steps in a professional and borrower-friendly manner.
• Maintain accurate and thorough documentation of all borrower communications, actions, and decisions within the servicing system.
• Conduct consistent follow-up to obtain required documentation and prevent application delays.
• Respond to inbound borrower inquiries within established service-level agreements (SLAs).
• Meet or exceed departmental performance metrics, including call quality, productivity, cycle times, and compliance standards.
• Handle sensitive and escalated borrower interactions with professionalism, empathy, and effective de-escalation techniques.

Loss Mitigation Processing & Coordination

• Intake, review, and track loss mitigation applications to ensure completeness, accuracy, and timeliness.
• Coordinate closely with underwriting, foreclosure, escalation, and investor reporting teams to facilitate timely resolution of borrower files.
• Ensure strict adherence to CFPB Regulation X, applicable state laws, and investor guidelines (FHA, VA, USDA, FNMA, FHLMC, and private investors).
• Monitor application status and ensure accurate and timely communication of decisions to borrowers.
• Explain approvals, denials, counteroffers, trial plans, and final terms, ensuring borrower understanding and acceptance.
• Identify and escalate potential compliance risks, borrower complaints, or time-sensitive issues to management as appropriate.
• Participate in audits, quality control reviews, and required training initiatives.
• Serve as the primary contact for internal stakeholders, external customers, and authorized third parties regarding loss mitigation matters.

Additional Duties and Responsibilities

• Assist borrowers via phone and email with routine account inquiries and loss mitigation-related payment collection.
• Review loan modification documents for accuracy of terms and required verbiage.
• Complete loss mitigation reviews within departmental and investor SLAs.
• Stay informed of industry trends, regulatory updates, and mortgage default servicing best practices.
• Provide recommendations for process improvements and operational efficiencies.
• Address customer complaints and escalate issues to management when necessary.
• Maintain compliance with all company policies, procedures, and annual compliance training requirements.
• Perform other duties as assigned by management.

Employee Specifications

Education & Experience

• High School Diploma or GED required; bachelor’s degree preferred.
• Minimum of 2 years of mortgage servicing experience with a strong emphasis on loss mitigation or default servicing.
• Experience with government loans (FHA, VA, USDA) and GSE loans (FNMA/FHLMC) required.
• Demonstrated ability to explain complex mortgage concepts clearly and effectively to borrowers.
• Experience in a financial services or operations environment preferred (4+ years).
• Proficiency with mortgage servicing systems and document management tools (MSP experience preferred).

Technical & Functional Competencies

• Strong verbal and written communication skills.
• Excellent customer service, negotiation, and collection skills.
• High attention to detail with strong documentation accuracy.
• Ability to manage a high-volume pipeline of borrower cases simultaneously.
• Strong problem-solving, judgment, and decision-making abilities.
• Knowledge of applicable laws, regulations, and investor guidelines related to loss mitigation.
• Ability to work independently while collaborating effectively in a team environment.
• Strong organizational skills and ability to work in a fast-paced, deadline-driven environment.
• Proficient computer skills, including use of email, phone systems, and standard office software.
• Bilingual (English/Spanish) preferred.
• Dependable, self-motivated, and willing to take initiative and accept additional responsibilities.

Working Conditions

• Fast-paced mortgage servicing or call-center environment with high borrower interaction volume.
• Onsite position, five days per week.
• Standard office environment with moderate noise levels.

Physical Requirements

• Sedentary role requiring prolonged sitting or standing, repetitive motions, finger dexterity, and verbal communication.
• Occasional lifting of up to 10 pounds.
• May require occasional stooping or kneeling.
• Reasonable accommodation maybe provided for qualified individuals with disabilities.

Hours & Schedule

• Full-time position (40 hours per week).
• Shifts range from 7:00 AM–4:00 PM to 10:00 AM–7:00 PM CST.
• Saturday hours: 8:00 AM–1:00 PM CST, as scheduled.

NOTE: This job description is not intended to be all-inclusive. The employee may perform other related duties as assigned by the supervisor to meet the ongoing needs of the organization.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at [email protected] for assistance.