Mortgage Servicing SPOC Specialist

S.P.O.C. SPECIALIST

At United Wholesale Mortgage (UWM), the S.P.O.C. Specialist plays a critical role in supporting homeowners facing financial hardship by acting as their primary liaison throughout the default servicing process. As a SPOC Specialist, you'll provide personalized, high-touch service, guiding borrowers through options such as repayment plans, loan modifications, and other loss mitigation solutions all while maintaining UWM's gold-standard reputation for communication, accuracy, and client service.

What You Will Be Doing

Serve as the dedicated point of contact for assigned borrowers from the time they are identified as at-risk of default through resolution.

Deliver proactive, empathetic communication, providing regular updates on account status, required documentation, and next steps.

Educate borrowers on their mortgage assistance options, including forbearance, repayment, loan modification, short sale, and deed-in-lieu of foreclosure.

Facilitate the collection and review of loss mitigation applications, ensuring completeness and timely submission in compliance with CFPB, RESPA, Reg X, and investor guidelines.

Partner internally with teams across servicing, underwriting, legal, and foreclosure to manage borrower files and ensure all milestones are met within required timelines.

Maintain accurate and timely case notes in UWM systems for every borrower interaction and document received.

Own borrower issues end-to-end and ensure resolutions are compliant, timely, and aligned with UWM's commitment to client experience.

Identify opportunities to improve the borrower's experience and work closely with leadership to implement best practices.

What We Need From You

Must-Have Qualifications :

2+ years of experience in mortgage servicing, default management, or a client-facing servicing role.

High school diploma or equivalent (college degree preferred).

Excellent written and verbal communication skills.

Strong organizational and time management skills ability to handle multiple borrower cases simultaneously with a high level of accuracy.

Knowledge of Fannie Mae, Freddie Mac, FHA, VA, and USDA loss mitigation programs.

Understanding of federal and state regulations, including CFPB's SPOC requirements, RESPA, and Reg X.

Nice-to-Have Qualifications :

Experience with servicing platforms such as MSP (Black Knight).

Familiarity with UWM systems, tools, or lending processes.

Bilingual fluency (especially in Spanish) a plus.

The Place & The Perks

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It's all happening on UWM's campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

It's no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It's at the very heart of how we treat each other, our clients and our community. Whether it's providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

From the team member that holds a door open to the one that helps guide your career, you'll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you'll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons you'll love working here include :

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician's office, full-time massage therapist and hair salon
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor / outdoor caf with Wi-Fi

Disclaimer

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and / or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting "Apply for this job online" you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.