Collections Single Point of Contact (SPOC)

This is a Fully Remote Job About Our Client: The organization operates within the mortgage servicing industry, providing full-service subservicing and interim subservicing solutions to banks, credit unions, independent mortgage companies, investors, and homeowners. With experience dating back to 1991, the company manages over 1.8 million loans across all 50 states. It aims to address challenges in mortgage servicing by delivering expertise and best practices through a seasoned team with extensive industry knowledge. About the Opportunity: The COLLECTIONS SINGLE POINT OF CONTACT (SPOC) plays a crucial role in managing communication and negotiation processes related to mortgage loans. This position serves as the primary liaison for homeowners, internal teams, and industry partners to resolve loan payment issues and offer loss mitigation solutions. The role is vital for maintaining client relationships and ensuring effective loan servicing by coordinating responses and managing loan pipelines. Responsibilities: Maintain and manage an individual loan pipeline with weekly reviews Respond to inbound calls, voicemails, and escalations within 24 hours Initiate outbound calls to identify reasons for nonpayment and negotiate arrangements Explain loss mitigation options to homeowners Accept payments and organize repayment plans Participate in calling campaigns and document collection efforts Learn and apply processes related to various investor guidelines Collaborate with internal departments to resolve outstanding issues Communicate with supervisors and team leads to follow best practices Evaluate information to handle inquiries and complaints promptly Maintain a client-focused approach by owning issues through resolution Serve as point of contact for active-duty military under SCRA protection Explain collection, loss mitigation, and foreclosure processes Review loan statuses using specified systems and explain them to homeowners Direct calls beyond scope to appropriate parties Engage in ongoing training and development Perform other duties as assigned Requirements: High school diploma or equivalent 2-4 years of mortgage servicing experience or equivalent education/experience Proficiency with Microsoft Office (Word, Excel, Outlook) Knowledge of the Fair Debt Collection Protection Act Strong written and verbal communication skills Ability to learn and apply relevant rules, regulations, and guidelines Analytical and problem-solving capabilities Experience with dialer systems for calls Adaptability to changing processes Attention to detail and accuracy Ability to work independently and collaboratively Multitasking skills in a fast-paced environment Desired: Experience with LPS system preferred Typing speed of 50 words per minute preferred Pay Range and Compensation Package: $25.00 per hour Benefits & Perks: Optional medical, dental, vision, life, and disability insurance Paid holidays, vacation, and sick leave Matching 401(k) plan and employee stock purchase plan Wellness programs including mental health resources and Calm memberships Employee recognition programs Discounts on gym memberships, pet insurance, and employee purchasing programs Tuition reimbursement program Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.