Senior Manager – SPOC/Collections
| Company | Valon |
|---|---|
| Location | Phoenix, AZ, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 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 cross-functionally 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.
Responsibilities
- Lead and manage collections operations across early, mid, and late-stage 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.).
- 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 well-trained 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.
- Lead, mentor, and develop a high-performing 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.
- 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.
Preferred Qualifications
- 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