ServiceMac
OperationsTeamLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Operations Team Lead at ServiceMac. Skills: SPOC operations, loss mitigation, collections, leadership. Lead daily SPOC team operations. monitor queues, pipeline flow, and priorities”
What You'll Achieve.
ensure service level agreements and performance objectives are met; improve team outcomes; improve borrower experience
Industry & Context.
analytical skills; problem-solving capabilities
Working hours are 11:00am-8:00pm EST, Monday-Friday.
What They're Looking For.
Must Have
5+ years of mortgage servicing experience, emphasis on SPOC, loss mitigation, and advanced collections, Advanced understanding of SPOC operations, loss mitigation workflows, collections best practices, Working knowledge of state and federal Fair Debt Collection laws, U. S. Bankruptcy Code, applicable regulatory requirements, Demonstrated ability to handle complex borrower interactions, Proven leadership, coaching, and mentoring abilities, analytical skills, Excellent verbal and written communication skills, active listening, problem-solving capabilities, Exceptional time management and organizational skills, ability to manage multiple priorities, attention to detail, commitment to maintaining accurate, compliant documentation, Proficient in Microsoft Office applications, mortgage servicing systems, Ability to communicate effectively, build relationships with team members and stakeholders
Nice to Have
some college, Prior experience leading, coaching, mentoring, or acting as a senior resource within a collections or loss mitigation environment
What You'll Do.
Lead daily SPOC team operations
ensure service level agreements and performance objectives are met
Act as the escalation point for complex borrower situations
Perform inbound and outbound SPOC customer outreach
model best practices in customer communication
Serve as a subject matter expert for SPOC processes
Review account activity
Assist with workflow coordination
Contribute to process improvement initiatives
How You'll Work.
Team & Collaboration
Partner with leadership to monitor key performance indicators (KPIs); provide insights or recommendations to improve team outcomes; build relationships with team members and stakeholders at all levels of the organization
Communication Scope
Excellent verbal and written communication skills; active listening; problem-solving capabilities; Ability to communicate effectively; build relationships
Full Job Description
# _**Who We Are**_ ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. # _**What We Do**_ The Operations Team Lead supports the daily operations of the Sr. Collections team (also known as Single Point of Contact- SPOC) by providing hands-on leadership, subject matter expertise, and operational oversight. This role serves as the primary escalation point for complex loss mitigation and delinquency scenarios while guiding team performance, workflow, and quality. In addition to performing escalated loss mitigation activities, the Operations Team Lead partners closely with leadership to ensure adherence to investor, regulatory, and company requirements. This position plays a critical role in coaching and developing Sr. Collections Specialists, driving operational consistency, and contributing to a high-performing, customer-focused loss mitigation environment. **WHAT YOU 'LL DO** * Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities to ensure service level agreements and performance objectives are met. * Act as the escalation point for complex or sensitive borrower situations, includin
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