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 enhance agent performance and effectiveness.
Customer Experience & Escalations
- Champion a customer-first culture focused on delivering a seamless and empathetic borrower experience.
- Ensure timely, accurate, and clear communication with customers throughout the loss mitigation lifecycle.
- Identify root causes of borrower dissatisfaction and implement solutions to improve overall experience.
- Support agents in successfully guiding customers through completion of loss mitigation workout programs.
Performance Management & Quality
- Review agent performance reports and provide targeted coaching to improve key metrics (e.g., customer experience, compliance, productivity).
- Conduct quality assurance and customer experience call reviews, delivering actionable and constructive feedback.
- Monitor and track agent attendance, adherence, and overall engagement.
Risk Management & Compliance
- Oversee SPOC control reports to ensure adherence to regulatory, investor, and internal requirements.
- Ensure compliance with continuity of contact (CoC) requirements and established resolution timelines.
- Identify risks to the customer and the business (financial, regulatory, reputational) and escalate appropriately.
- Balance customer advocacy with strong risk management and compliance discipline.
Operational Oversight
- Assist in managing loss mitigation timelines and ensuring timely progression of customer workout solutions.
- Partner with Loss Mitigation, Foreclosure, Bankruptcy, and other Mortgage Servicing teams to resolve customer issues.
- Monitor workflow, identify process gaps, and recommend improvements to drive efficiency and effectiveness.
Qualifications
- 3+ years of experience in mortgage servicing, collections, or loss mitigation.
- Prior leadership or team lead experience preferred.
- MSP Experience preferred
- Strong knowledge of loss mitigation programs, investor guidelines (FNMA, FHLMC, FHA, VA, USDA), and mortgage servicing practices.
- Excellent communication, coaching, and conflict resolution skills.
- Ability to manage escalations and make sound decisions in high-pressure situations.
- Strong analytical skills with the ability to interpret performance metrics and identify trends.
Key Competencies
- Customer Experience Focus
- Risk Awareness & Compliance Discipline
- Problem Solving & Decision Making
- Communication & Influence
- Operational Execution
Success Measures
- Customer Experience & Satisfaction Scores
- Compliance & Quality Scores
- Timeliness of Loss Mitigation Resolution
- Agent Performance & Engagement
- Escalation Resolution Effectiveness
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Equal Employment and Opportunity Employer
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Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
