Description

The SPOC Manager is a strategic leadership role responsible for managing Single Point of Contact (SPOC) agents across multiple sites. This position ensures a consistent, compliant, and customer-focused experience for borrowers navigating financial hardship. The SPOC Manager leads a team of Relationship Managers, drives operational excellence, and partners with internal and external stakeholders to resolve complex borrower issues and enhance servicing outcomes.

Key Responsibilities:

Leadership & Oversight

Lead, coach, and develop a team of SPOC Relationship Managers across multiple locations.Ensure consistent execution of SPOC responsibilities, including borrower communication, documentation, and resolution of default-related issues.Promote consistency in customer outreach and ensure alignment with policies and procedures.Monitor team performance, establish goals, and implement coaching strategies to drive results.Oversee SPOC control reports, ensuring timely execution and adherence to regulatory and internal control requirements.Maintain and update procedures; ensure team compliance with current guidelines and standards.Listen to recorded or live customer calls to assess service quality and adherence to procedures.Review team and individual performance metrics to identify trends and areas for improvement.Conduct regular 1:1 coaching sessions, huddles, and team meetings with agents to provide strategic and policy  updates,  enhance skills and support professional development.

Strategic & Operational Management

Manage daily operations to ensure compliance with investor, regulatory, and internal servicing standards.Serve as the senior escalation point for complex borrower issues and expressions of dissatisfaction.Collaborate with Legal, Risk, Compliance, and other departments to resolve escalations and implement process improvements.

Customer Experience & Risk Mitigation

Champion a customer-first culture while balancing risk mitigation and regulatory compliance.Identify root causes of borrower dissatisfaction and lead initiatives to improve the customer experience.Ensure timely, accurate, and empathetic communication with borrowers and third parties, including attorneys, trustees, and investors.

Cross-Functional Collaboration

Coordinate with Loss Mitigation, Foreclosure, Bankruptcy, and other mortgage servicing teams to ensure seamless borrower support.Represent the SPOC function in strategic planning sessions, audits, and regulatory reviews.

Qualifications:

Experience:Minimum 5+ years in mortgage servicing, with at least 3 years in a leadership role managing multi-site or cross-functional teams.Strong background in Loss Mitigation, Default Servicing, or SPOC operations.Technical Skills:Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).Experience with mortgage servicing platforms (e.g., MSP, Black Knight).

 Soft Skills:

Excellent communication, analytical, and problem-solving abilities.Strong leadership presence with the ability to influence and drive change.Ability to manage competing priorities in a fast-paced, compliance-driven environment.

Preferred Qualifications:

Experience managing geographically dispersed teams.Familiarity with investor guidelines (Fannie Mae, Freddie Mac, FHA, VA).Prior experience supporting regulatory audits or risk mitigation initiatives.

Education: 

High School diploma or equivalent

Hours and Work Schedule:

Hours per week:  40

Work schedule: Standard site hours of operation are from 7:00 AM to 7:00 PM CST; hours would vary within this schedule

This is a salaried position with no eligibility for overtime. Standard site hours of operation are from 7:00 AM to 7:00 PM CST. The role requires a minimum commitment of 40 hours per week, with additional hours as needed to meet business demands.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.