Mortgage Single Point of Contact Team Lead

Job description

Job Summary The Single Point of Contact (SPOC) Team Lead is responsible for overseeing daily operations and providing leadership support to SPOC agents assisting customers through the mortgage loss mitigation process. This role ensures agents deliver a high-quality, compliant, and customer-focused experience while guiding borrowers through workout solutions. The Team Lead serves as a subject matter expert, escalation point, and coach—supporting agents with complex scenarios, conducting training, and ensuring adherence to investor, regulatory, and internal servicing requirements. This role plays a critical part in driving customer outcomes, mitigating risk, and ensuring timely resolution of delinquent mortgage accounts. Key Responsibilities: Team Leadership & Agent Support: - Provide day-to-day guidance and support to SPOC agents, including answering questions and resolving complex scenarios. - Handle escalated customer calls involving loss mitigation workouts, ensuring professionalism, empathy, and resolution. - Conduct regular 1:1 coaching sessions, huddles, and team meetings to reinforce policies, procedures, and skill development. - Support onboarding and ongoing training to enh...