Loss Mitigation Specialist (SPOC)
Jacksonville, FL | 100% Onsite
$26.44/hour
Monday–Friday | 11:00 AM – 8:00 PM EST
Are you experienced in mortgage loss mitigation, borrower assistance, or mortgage servicing operations?
We are seeking a Mortgage Loss Mitigation Specialist (SPOC) to support homeowners experiencing financial hardship by guiding them through available mortgage assistance solutions. This role is ideal for candidates with hands-on experience managing delinquent mortgage accounts, evaluating hardship documentation, and assisting borrowers with repayment and retention options.
As a Single Point of Contact (SPOC), you will work directly with borrowers throughout the loss mitigation process — helping evaluate financial situations, coordinating documentation, and identifying appropriate workout solutions such as repayment plans, forbearances, modifications, deferrals/partial claims, short sales, and deeds in lieu.
What You’ll Do
- Serve as the primary point of contact (SPOC) for borrowers seeking mortgage assistance
- Manage a pipeline of delinquent mortgage accounts from initial hardship through resolution
- Review borrower financial documents including income, expenses, hardship letters, and supporting documentation
- Evaluate and discuss available loss mitigation solutions, including:
- Repayment plans
- Forbearance agreements
- Loan modifications
- Deferrals / Partial Claims
- Short sales
- Deeds in lieu of foreclosure
- Communicate clearly with borrowers regarding timelines, documentation requirements, and workout eligibility
- Handle inbound and outbound borrower communications related to mortgage hardship assistance
- Maintain accurate servicing notes and account documentation within mortgage servicing systems
- Ensure compliance with investor, insurer, and regulatory guidelines
- Resolve escalated borrower concerns with professionalism and empathy
- Collaborate with internal departments to facilitate timely case resolution
What We’re Looking For
- 3+ years of experience in:
- Mortgage Loss Mitigation
- Mortgage Servicing
- Default Servicing
- Collections or borrower assistance
- Strong understanding of mortgage workout solutions and hardship programs
- Experience reviewing borrower financials and supporting documentation
- Excellent communication, negotiation, and customer service skills
- Ability to manage a high-volume case pipeline in a fast-paced environment
- Strong attention to detail and organizational skills
- Comfortable navigating servicing systems and documenting borrower interactions
Preferred Experience
- Previous SPOC (Single Point of Contact) experience
- Knowledge of investor guidelines (FHA, VA, Fannie Mae, Freddie Mac, etc.)
- Experience with:
- Loan modifications
- Deferrals / partial claims
- Foreclosure alternatives
- Short sale or deed in lieu processing
- Familiarity with mortgage servicing and default management systems
- Understanding of regulatory and compliance requirements related to borrower assistance
Tools & Systems
- Microsoft Office Suite (Excel, Word, Outlook)
- Mortgage servicing platforms
- Loss mitigation and default servicing systems
- Call management and financial documentation tools
Pre-Employment Requirements
- In-person interview
- Background check
- Drug screen
- Clerical assessment
- Credit check
If you have experience helping homeowners navigate financial hardship and are passionate about delivering effective mortgage assistance solutions, we encourage you to apply today.
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