(SPOC) Single Point of Contact (Mortgage Industry experience required)

Top Job

Located in Ocala, FL

Salary: $18-$20/hr

Single Point of Contact (SPOC)

 

Location: Onsite in Ocala, FL (Not Remote)

Pay Rate: $18.00 – $20.00 / hour

Position Type: Full-Time, Non-Exempt

Department: Servicing – Customer Service

Schedule: Full-time - Monday-Friday; hours vary from 9am-8pm. (Must be available during that time frame will be given schedule in advance.)

Position Summary

The Single Point of Contact (SPOC) serves as a dedicated, consistent representative for borrowers experiencing financial hardship or seeking assistance during default-related processes. This role is centered around relationship-building through live, face-to-face engagement using Microsoft Teams, with the goal of providing personalized counseling, fostering borrower trust, and guiding each customer toward long-term, sustainable financial solutions.

The SPOC counsels borrowers through available loss mitigation options, repayment strategies, and resolution paths, prioritizing options that help preserve equity and promote lasting payment success. They work to break the cycle of delinquency by helping borrowers reestablish healthy payment habits, avoid short-term fixes, and understand their responsibilities beyond immediate resolution.

Key Responsibilities

• Virtual Engagement: Proactively engage borrowers via face-to-face Microsoft Teams video meetings to build trust, humanize the counseling process, and improve resolution outcomes.

• Hardship & Loss Mitigation Counseling: Guide borrowers through loss mitigation programs (FHA, VA, USDA, FNMA, FHLMC), repayment plans, and sustainable solutions that prioritize long-term property equity and financial stability.

• Proactive Outreach & Time Management: Manage schedule efficiently between appointments to perform outbound calls, respond to borrower emails within one business day, handle documentation, and follow up on missed appointments.

• Habit Reinforcement & Post-Resolution Care: Reintroduce budgeting strategies, auto-pay enrollment, and clear payment expectations to prevent re-delinquency. Monitor post-resolution performance and re-engage early if signs of delinquency emerge.

• Cross-Functional Collaboration: Partner with Loss Mitigation, Escrow, and Customer Experience teams to ensure a seamless, transparent experience for every borrower.

• Documentation & Compliance: Maintain clear, accurate, and prompt documentation of all borrower touchpoints in the servicing system of record in accordance with investor, agency, and company guidelines.

Core Competencies

• Strong interpersonal skills, empathy, and ability to navigate difficult financial conversations with care.

• Excellent written and verbal communication skills with a knack for explaining complex financial terms in plain, compassionate language.

• High level of accountability, organizational skills, and follow-through.

• Strong problem-solving skills focused on long-term stability rather than temporary fixes.

Qualifications & Requirements

• Education: High school diploma or equivalent required; Associate or Bachelor’s degree in Business, Finance, Communications, or related field preferred.

• Experience: 2–4+ years of experience in mortgage servicing, loss mitigation, collections, or borrower-facing financial counseling. (Experience in social work or consumer advocacy is a plus!)

• Technical Proficiency:

  • Demonstrated experience conducting virtual video meetings (Microsoft Teams or similar platforms) strongly preferred.

  • Working knowledge of loss mitigation options (FHA, VA, USDA, Fannie Mae, Freddie Mac).

  • Familiarity with servicing platforms (such as FICS or MSP) and document management systems (such as Radstar) is a plus.

  • Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Physical Requirements

• Vision sufficient to read a computer screen and operate office equipment.

• Clear speaking voice for telephone and virtual communications.

• Ability to sit for long periods at a workstation or in virtual meetings.

• Ability to occasionally lift up to 10 pounds unassisted.

Pre-Employment Requirements

• Must be able to pass a drug test
• Must be able to pass a background check

 

Referral Bonus Available: $100–$500 for successful referrals!

Apply Today!

Email: Devin.Sweeting@ExpressPros.com
Phone: (352) 867-8055
Office: 1005 SW 10th St., Suite 102, Ocala, FL

(Walk-ins are welcome during normal business hours.)

Apply Now