Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.
Position Summary
The Supervisor, Loss Mitigation Single Point of Contact (SPOC) plays an important role in the organization by performing a variety of tasks related to the company’s Loss Mitigation SPOC activities. The role is responsible for overseeing and supervising SPOC call activities. This role works directly with borrowers experiencing financial hardships to identify homeownership retention options for eligible FNMA, FHLMC, USDA, FHA, and VA loans. Activities include, but not limited to communication of missing document, approval and/or denial decisions associated with the Loss Mitigation evaluation, monitoring trial payment plans, and educating borrowers on Loss Mitigation programs in accordance with investor/insurer, state, and federal guidelines/regulations. The Loss Mitigation SPOC Supervisor ensures inbound/outbound calls are handled within agreed upon Service Levels and in compliance with guidelines established by investors, company, state and federal regulations. Monitor the day-to-day productivity of direct reports and monitor metrics to ensure department efficiency. The role is directly responsible for managing, training and coaching employees, as well as setting objectives, and assigning work/projects.
Essential Functions
- Lead efforts to define key performance metrics for each representative and team, regularly tracking and reviewing metrics to measure performance and identify areas of improvement.
- Prepare and analyze call center reports to track performance, identify trends and make data driven decisions to improve productivity.
- Coach and hold team members accountable for KPI metrics.
- Interview candidates and facilitate onboarding process with new hires.
- Assure Loss Mitigation SPOC Representatives manage call volumes in accordance with all applicable regulations and laws; verify optimal service levels are maintained during peak and non-peak hours.
- Perform Quality Monitoring reviews of SPOC calls to verify compliance with telephone standards and investor guidelines; provide coaching, and recognition, based on review findings.
- Role model and coach SPOC Representatives on how to explore, analyze, and respond to customers’ issues and concerns via phone and through written correspondence.
- Handle escalated customer inquiries or complaints; resolving issues promptly and effectively to ensure borrower satisfaction. Coach on escalated calls, review complaints, and provide research to management timely.
- Collaborate with other departments within servicing to address borrower’s needs, resolve issues and ensure seamless communication and workflow.
- Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.
- Work with management on SPOC Loss Mitigation initiatives and provide status updates.
- Interpret and communicate work procedures and company policies to staff.
- Monitor SPOC timesheets, vacation time, and sick time to ensure accuracy and timely processing.
- Onboard new hires and identify areas where additional training is needed and partner with Servicing trainer on rollout training.
- Analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others.
- Ensure effective communication on Loss Mitigation workout evaluation outcomes (approval or denial), including modifications, payment deferrals/partial claims, forbearance, short-sale and DIL workouts in accordance with investor/insurer guidelines, while maintaining a professional demeaner.
- Assist with internal and external audit preparations, post-audit findings to investors, and any other exam activities, as assigned.
- Ensures compliance with applicable federal, state, and local laws and regulations. Completes all required compliance Maintain knowledge of and adhere to Guild’s internal compliance policies and procedures.
- Perform other duties as assigned.
Qualifications
- High school diploma or equivalent required; some college courses/technical training preferred.
- A minimum of five years’ experience in mortgage loan servicing experience in a high-volume call center required.
- A minimum of two years’ experience in a supervisory/lead role required.
- Active NMLS license required.
- Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
- Knowledge of Standard Operating Procedures, CFPB, FCRA and FDCPA preferred.
- Excellent verbal and written communication skills.
- Passionate about delivering excellence in customer service within a team environment.
- Role model patience and professionalism when interacting with consumers.
- Strong interpersonal and problem-solving skills.
- Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment.
- Proficiency with data entry, Microsoft Word, Excel, PowerPoint, and Outlook.
Supervision
Direct: 10 - 15
Loss Mitigation SPOC Specialists
Indirect: 0
· Intermittent to general supervision, depending on experience.
· Apply sound judgment and thinks critically about downstream impact of changes on processes and systems that impact department and Company policies and protocols.
· Directly supervises employees.
· Manage multiple priorities in a metrics-driven environment; leads with a strong sense of urgency and responsiveness.
· Travel: 0%
Requirements
Physical: Work is primarily sedentary; mobility in an office setting.
Manual Dexterity: Frequent use of computer keyboard and mouse.
Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Environmental: Office environment – no substantial exposure to adverse environmental conditions.
Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.
Guild Mortgage Company is an Equal Opportunity Employer.
Targeted Salary Range: $57,246.00 to $77,900.00 annually.
Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.
REQ#: LOSSM016308