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Supervisor Loss Mitigation SPOC

Valon Mortgage

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Location:
United States , Phoenix

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Category:
Finance

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are seeking a Supervisor, Loss Mitigation SPOC to lead, develop, and oversee daily operations for our default servicing teams. The ideal candidate is an experienced leader who can coach high-performing teams to ensure homeowners experiencing hardship receive clear, compliant, and empathetic support throughout their journey. You will be responsible for driving operational excellence across both collections outreach and the Single Point of Contact (SPOC) loss mitigation lifecycle.

Job Responsibility:

  • Lead and support a combined team of Collections and Loss Mitigation SPOC Specialists to achieve department KPIs and deliver an exceptional homeowner experience
  • Oversee inbound and outbound communication regarding hardships, ensuring the team provides accurate information on repayment options and loss mitigation programs
  • Manage end-to-end homeowner journeys, ensuring every borrower has a clearly assigned SPOC and experiences continuity of care
  • Oversight of skip-tracing efforts for non-responsive accounts and providing homeowners with alternative payment methods to prevent foreclosure
  • Conduct regular performance check-ins, call monitoring, and quality feedback sessions to identify gaps and drive continuous improvement
  • Partner with Foreclosure, Bankruptcy, Compliance, and Client Engagement, Mortgage Assistance Back Office teams to resolve complex cases and optimize workflows
  • Ensure strict adherence to company SLAs, regulatory requirements, and investor/insurer guidelines (GSE, FHA, VA, USDA)
  • Serve as the primary point of contact for high-risk situations and complex complaints, ensuring proper documentation and real-time corrective feedback
  • Manage team scheduling and capacity planning to maintain service levels during peak operational hours and business continuity
  • Ensure the team is trained on upcoming process changes and regulations regularly

Requirements:

  • 5+ years in mortgage servicing (Collections, Loss Mitigation, or Default)
  • 1–2 years in a leadership or supervisory role
  • Deep understanding of SPOC requirements, borrower contact strategies, and case management
  • Proven ability to coach teams in a metrics-driven environment while maintaining a culture of empathy and accountability
  • Strong written and verbal skills with the ability to provide clear direction on complex regulatory or policy updates
  • High-level organizational skills with a continuous improvement mindset and the ability to manage competing priorities
  • High School Diploma or equivalent

Nice to have:

  • Direct experience with loss mitigation underwriting or workout options (e.g., modifications, deferrals, partial claims)
  • Experience in a high-growth, tech-enabled servicing environment
  • Familiarity with interpreting complex investor guidelines
  • NMLS and Collections License preferred
What we offer:
  • competitive salary and 401 (k) plan
  • comprehensive medical, dental, & vision benefits
  • in-office snacks and drinks, and Bagel Fridays
  • pre-tax deductions for public transportation, rideshare services, and parking expenses
  • Company-wide orientation for you to successfully onboard and other learning & development opportunities, including regular review cycles that feature 360-degree feedback
  • 17 days paid time off, sick days, and 11 company holidays
  • 12 weeks off for both birthing and non-birthing parents - fully paid

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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