Operations Supervisor

Job Title: Operations Supervisor (Remote)

Job Location: Jacksonville Florida, 32224, United States

Job Role: 100% remote

Job Duration: 3 months with possible extension

Payrate: $40/hr on W2

Summary:

• The SPOC Supervisor leads the daily operations of the Single Point of Contact (SPOC) team within Loss Mitigation, providing strategic direction, oversight, and leadership to ensure effective borrower engagement, delinquency resolution, and compliance-driven outcomes. This role is responsible for supervising Sr. Collections Specialists (SPOCs), managing escalated or complex borrower situations, and ensuring consistent delivery of retention and liquidation solutions aligned with investor, regulatory, and company requirements.
• As a senior subject matter expert, the SPOC Supervisor oversees performance management, operational reporting, workflow planning, and continuous process improvement specific to loss mitigation and collections activities. This role ensures adherence to investor guidelines (FHA, VA, FNMA, FHLMC), regulatory requirements, and internal policies while fostering a high-performing, customer-focused, and accountable environment. Through coaching and development, the Supervisor ensures SPOCs provide exceptional service, maintain detailed documentation, and effectively guide borrowers through home retention or liquidation options.

Responsibilities:

• Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals.
• Oversee borrower engagement strategies, ensuring SPOCs effectively act as the primary point of contact for loss mitigation and collections-related inquiries.
• Monitor team performance metrics, analyze trends, and identify opportunities for improved borrower outcomes, operational efficiency, and compliance adherence.
• Provide training, coaching, mentoring, and sidebyside support to new and existing SPOCs, including refreshers on procedures, systems, and compliance requirements.
• Conduct regular performance evaluations, deliver constructive feedback, and establish development plans aligned with individual and organizational goals.
• Support hiring and onboarding efforts by participating in candidate interviews, assessing skills and cultural fit, and contributing to the selection and successful integration of new collections talent.
• Drive continuous process improvement initiatives to enhance workflow efficiency, customer experience, and overall team performance.
• Perform special projects, quality reviews, or analyses as required.
• Working hours are 11:00am-8:00pm EST, Monday-Friday.

Skills:

• 3-5 years of experience in collections, loss mitigation or mortgage servicing
• 2+ years demonstrated experience in a lead or supervisory role Strong knowledge of loss mitigation processes, collections strategies, and borrower assistance programs Advanced understanding of investor guidelines (FHA, VA, FNMA, FHLMC)
• Strong knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and related regulations Demonstrated leadership, coaching, and mentoring skills with the ability to guide others toward improved performance.
• Excellent verbal and written communication skills with effective active listening and problem-solving abilities.
• Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions.
• Excellent time management and organizational skills, with the ability to handle multiple priorities in a fast-paced environment.