Collections Specialist

SPOC Sr. Collections Specialist

Working hours will be 11am-8pm EST. 100% remote

The SPOC Sr. Collections Specialist serves as a highly skilled resource responsible for managing complex loss mitigation and collections activities. Also known as the Single Point of Contact (SPOC) within Loss Mitigation, you will act as the liaison for borrowers, guiding them through delinquency resolution and home retention or liquidation options. You will conduct both inbound and outbound customer outreach, analyze borrower financials, negotiate payment solutions, and ensure accounts remain compliant with investor, regulatory, and company requirements. This position requires strong judgment, advanced problem-solving skills, and the ability to navigate sensitive or difficult customer situations with professionalism. As a subject matter expert, you will maintain detailed documentation, resolve escalated issues, and provide exceptional service while managing a wide range of tasks in a fast-paced environment. Serve as the primary point of contact for customers regarding loss mitigation and collections-related inquiries. Perform outbound and inbound collection calls to resolve delinquent accounts. Analyze borrower financials to determine eligibility for retention (forbearances, modifications) or liquidation (short sale, deed in lieu) options. Maintain accurate and detailed records of all customer interactions and account activity. Provide exceptional customer service by addressing and resolving complex account issues, discrepancies, and disputes. Review accounts to ensure compliance with company policies, procedures, and regulatory requirements. Excellent verbal and written skills with strong negotiation and active listening skills. Problem solving, time management, and organizational skills. Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes. Strong attention to detail Strong knowledge of investor guidelines (FHA, VA, Client, FHLMC) Able to thrive working in a fast-paced collaborative environment and manage multiple priorities. Strong computer skills including Microsoft Office applications. Strong knowledge of state and federal Fair Debt Collections Laws, US Bankruptcy Code, and bankruptcy procedures and regulations. Able to analyze and interpret complex documents to make sound decisions and recommendations. Able to interact and communicate with individuals at all levels of the organization. Required Education, Experience, Certification/Licensure High School diploma or equivalent Some college preferred Typically requires a minimum of 3 years' experience in collections, loss mitigation or mortgage servicing.