Mortgage SPOC Sr Specialist

Job description

Citizens Bank is seeking a Single Point of Contact (SPOC) Relationship Manager to serve as the primary liaison for borrowers throughout the default, loss mitigation, foreclosure, and bankruptcy processes. In this role, you’ll play a key part in helping borrowers identify and implement solutions to address financial hardships, all while ensuring compliance with investor and regulatory requirements. If you’re a problem-solver with strong communication skills and a passion for making a difference, this may be the perfect opportunity for you!

What You Can Expect in This Role

Customer-Centric Approach: Field a variety of customer calls with passion and deliver high-quality solutions to assist customers facing financial hardship.

Problem-Solving Focus

Offer a wide range of assistance options to meet each customer’s needs and provide suitable repayment solutions.

Extensive Training

Benefit from cutting-edge tools, including advanced AI simulations, to prepare for real-world scenarios.

Dedicated Support

Work closely with leaders and peers who are committed to helping you succeed.

Collaborative Culture

Join a team that values teamwork, growth, and career development.

Job Satisfaction

Take pride in producing high-quality work that makes a difference.

Key Responsibilities

Customer Relationship Management: Act as the primary contact for borrowers and approved third parties (e.g., investors, attorneys, and trustees) while delivering an exceptional customer experience.

Documentation and Compliance

Obtain and process required documents for loss mitigation, ensuring accuracy and compliance with investor and regulatory guidelines.

Solution-Oriented Communication

Present borrowers with available loss mitigation options, including deferrals, forbearance, loan modifications, partial claims, repayment plans, short sales, or deeds in lieu of foreclosure. Clearly communicate decisions and next steps, including modification approvals or denials, and guide borrowers through alternative solutions when needed.

Financial Discussions

Engage in conversations with borrowers about their financial information, such as debt-to-income ratios, tax records, and personal financial statements, to assess eligibility for solutions.

Cross-Department Collaboration

Coordinate with loss mitigation, foreclosure, bankruptcy, loan servicing, and other mortgage operations teams to ensure timely resolution of borrower situations. Hold internal teams accountable for completing tasks and meeting deadlines to maintain compliance and regulatory requirements.

Research and Issue Resolution

Investigate borrower issues, provide updates, and ensure final resolutions are achieved.

Investor Interaction

Communicate and collaborate with mortgage investors to address borrower-specific issues and secure approvals for resolutions.

Proactive Communication

Make inbound and outbound calls to borrowers to provide updates, collect necessary documents, and discuss decisions and next steps.

Basic Qualifications

Mortgage Servicing Expertise: Background in mortgage servicing, with knowledge of default processes and loss mitigation programs.

Communication Skills

Strong oral communication, counseling, and persuasion abilities.

Organizational Strengths

Proven ability to manage multiple priorities and tasks in a fast-paced, production-driven environment.

Decision-Making Abilities

Capacity to make independent decisions and exercise sound judgment.

Adaptability

Flexibility to handle evolving business needs with a positive attitude.

Technical Proficiency

Familiarity with digital phone systems and mortgage servicing platforms.

Professionalism

Experience working with external parties, including attorneys, investors, and vendors.

Preferred Qualifications

Industry Knowledge: Experience as a Single Point of Contact (SPOC) within mortgage servicing.

Systems Experience

Familiarity with Black Knight (BKFS) servicing systems.

Regulatory and Investor Knowledge

Understanding of agency and investor requirements and regulations.

Hours and Work Schedule

Hours Per Week: 40 hours, 4 days on-site, 1 day remote after 5-6 weeks of training 5 days on-site.

Work Schedule

Flexible schedules available between 8:00 AM and 8:00 PM.