Senior Manager SPOCCollections
Senior Manager SPOCCollections
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Salary Not Disclosed
1 Vacancy
Job Description
About the Company
Valons mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys but lasts far beyond. Were creating a world where home ownership comes with ease security and financial knowhow. Our growing team of engineers operators product enthusiasts and experienced servicing professionals are leveraging technology to fundamentally improve the homeownership experience. Through mortgage servicingthe process of paying off ones mortgageValon is taking the first step in transforming the industry one homeowner and lender at a time.
Client Experience at Valon
The Client Experience team is a group of organized and altruistic individuals who provide our homeowners with exceptional service. Whether taking ownership of collections managing default processes or solving homeowner issues in realtime the team acts as a bridge between Valon and our homeowners. Equipped with extensive mortgage industry knowledge each member prides themselves on embodying Valons mission of championing homeownership.
About the Role
The Senior Manager Collections & SPOC is responsible for leading and managing the daytoday operations of the Collections and Single Point of Contact teams. This role ensures effective and compliant management of delinquent loan accounts drives performance through coaching and analytics and oversees the SPOC program to support borrowers experiencing financial hardship. The ideal candidate brings deep knowledge of collections strategies loss mitigation practices regulatory compliance and a peoplefirst leadership style.
Responsibilities
Collections Management:
- Lead and manage collections operations across early mid and latestage delinquency.
- Develop and implement strategies to reduce delinquency minimize losses and improve recovery rates.
- Monitor key performance indicators (KPIs) ensuring consistent achievement of departmental goals.
- Partner with Compliance and Legal to ensure all collection efforts adhere to federal state and investor guidelines (FDCPA RESPA CFPB etc..
SPOC Oversight:
- Oversee the Single Point of Contact program to ensure timely empathetic and compliant support for borrowers in loss mitigation or hardship programs.
- Ensure SPOC agents are welltrained and equipped to guide borrowers through available options (e.g. repayment plans forbearance loan modifications).
- Implement call quality file handling and performance reviews for SPOC staff to ensure consistency and accuracy.
Leadership & Team Development:
- Lead mentor and develop a highperforming team of supervisors and frontline staff.
- Drive a culture of accountability servicing excellence and continuous improvement.
- Support hiring onboarding training and career development for team members.
Strategy & CrossFunctional Collaboration:
- Collaborate with Loan Servicing Loss Mitigation Compliance Customer Service and IT to streamline workflows and enhance the borrower experience.
- Participate in system updates user acceptance testing (UAT) and operational readiness related to collections or SPOC systems.
- Provide feedback on policy enhancements automation opportunities and risk mitigation.
Minimum Qualifications
- Bachelors degree preferred
- Advanced subject matter expertise in default servicing specifically Collections/SPOC
- 5 years of default servicing leadership experience leading Collections and SPOC teams
- Ability to work independently and crossfunctionally to solve complex problems
- Excellent communication skills (both verbal and written)
- Excellent critical thinking and logical reasoning abilities
- Considered within the entire company to be an expert in their process areas.
Ideal Background
- Ability to manage teams and concurrent workflows in an effective efficient organized manner
- 10 years of mortgage collections/SPOC experience
- Ability to be the first line of defense between their team and the rest of the company when issues and problems arise
What We Can Offer
- Compensation: competitive salary with a meaningful stake in the company via equity and 401k plan
- Health & wellbeing: well invest in your physical and mental wellbeing with comprehensive medical dental & vision benefits
- Commuter benefits: We offer pretax deductions for public transportation rideshare services and parking expenses to make your commute more affordable and convenient.
- Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
- Generous time off: flexible paid time off sick days and 11 company holidays
- Baby bonding time!: 12 weeks off for both birthing and nonbirthing parents fully paid so you can focus your energy on your newest addition
Required Experience:
Senior Manager
Employment Type
Full Time
