Vice President, Single Point of Contact- Remote

Vice President Of Mortgage Servicing SPOC

The Vice President of Mortgage Servicing SPOC is responsible for leading and managing the Single Point of Contact (SPOC) team to ensure exceptional customer service and efficient handling of mortgage servicing operations. This role involves strategic planning, process improvement, and compliance with industry regulations. The Vice President will collaborate with other departments to enhance service delivery and customer satisfaction.

Provide strategic leadership and oversight for all call center operations related to Collections SPOC across servicing locations, including management of vendor partnerships.

Build and lead a high-performing team aligned with the organization's core values, while effectively managing staffing levels and associated operational expenses.

Serve as the executive-level escalation point for complex issues raised by team members.

Ensure consistent and personalized communication with borrowers, offering accurate and timely updates on loan status and available options.

Set direction for the team to help borrowers navigate loss mitigation, foreclosure, and loan modification processes.

Enhance borrower satisfaction through dedicated support and proactive issue resolution.

Reduce servicing timelines by streamlining processes and minimizing departmental handoffs.

Improve efficiency in handling complex cases, particularly those involving financial hardship.

Develop and implement strategies to effectively assess and manage SPOC workloads, ensuring balanced resource allocation and operational efficiency.

Implement strategies to continuously improve key performance indicators (KPIs) that enhance the customer experience across all channels.

Review daily agent statistics to ensure compliance with call center metrics and performance standards.

Monitor system performance and resolve operational issues through action plans, analyses, and quality assurance programs.

Lead system and process upgrades to maintain and improve customer experience operations.

Support organizational goals by embracing new initiatives and identifying opportunities to add value.

Participate in strategic initiatives; provide insights on the impact to customers and team members.

Ensure compliance with all applicable federal and state laws and regulations, including OFAC and Bank Secrecy Act / Anti-Money Laundering, as well as investor, government, client and LoanCare policies and procedures.

Oversee team adherence to investor, government, client, and company policies and procedures.

All other duties as assigned.

High School Diploma or equivalent required.

Bachelor's degree in business administration, finance or a related field, or an equivalent combination of education and experience.

7+ years of proven experience managing large teams / cross functional departments.

10+ years of experience in mortgage servicing or financial services, with a strong background in loss mitigation, SPOC operations and regulatory compliance.

Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending. Considerable knowledge of loan servicing practices.

Leadership and management skills with the ability to motivate, mentor, train, coach, evaluate performance, and lead a multi-functional staff in a fast-paced, dynamic environment.

Experience with telephone, VRU, workforce management systems, agent performance, and customer-facing web applications.

Ability to enter and to extract data in a computer database for the purpose of researching and resolving customer inquiries.

Consistent focus on the customer and customer experience.

Strong communication skills with ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with all external parties.

Strong people skills and people management skills.

Demonstrated ability to collaborate and foster teamwork.

Problem solving and critical thinking skills.

Demonstrated ability to take initiative.

Strong "Service that Exceeds Expectations" focus.

Intermediate MS Office skills.

Ability to deliver impactful and thoughtful presentations.

Ability to build rapport and make unpopular decisions when necessary.

Thrive in fast paced changing environments.

Master's Degree preferred or equivalent experience.

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.

LoanCare's Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include :

Compensation Range : $123,600 -$231,800 annually. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.

Health & Welfare Coverage : Optional medical, dental, vision, life, and disability insurance

Time Off : Paid holidays, vacation, and sick leave

Retirement & Investment : Matching 401(k) plan and employee stock purchase plan

Wellness Programs : Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being

Employee Recognition : Programs that celebrate achievements and milestones

Lifestyle & Learning Perks : Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

At LoanCare, we don't just service mortgage loanswe serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE : FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration.

Here, you'll find :

A culture that helps you thrive, with resources and support to fuel your growth

Flexibility to work remotely, while staying connected through virtual engagement

Opportunities to make a real impact in an industry that touches millions of lives

If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team.

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

• Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading Comprehension Understand written sentences and paragraphs in work related documents
• English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Speaking Communicate verbally with others to convey information effectively.
• Active Learning Understand the implications of new information for both current and future problem-solving and decision-making.
• Active Listening Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don't interrupt at inappropriate times.
• Instructing Teach others how to do something.
• Judgment and Decision Making Consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Time Management Manage one's own time and the time of others.
• Writing Communicate effectively in writing as appropriate for the needs of the audience.
• Complex Problem Solving Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Deductive Reasoning Able to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity Able to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Written Comprehension Able to read and understand information and ideas presented in writing.
• Inductive Reasoning Able to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Information Ordering Able to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Near Vision Able to see details at close range (within a few feet of the observer).
• Oral Comprehension Able to listen and understand information and ideas presented through spoken words and sentences.
• Oral Expression Able to communicate information and ideas verbally so others will understand.
• Speech Recognition Able to identify and understand the speech of