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Valon · 6 days ago

Supervisor Loss Mitigation SPOC

Jacksonville, FL

Full-time

Onsite

Senior Level

5+ years exp

Valon is transforming mortgage servicing and consumer direct lending with a technology-first approach. They are seeking a Supervisor, Loss Mitigation SPOC to lead the default servicing teams, ensuring homeowners receive clear and empathetic support throughout their journey.

Financial ServicesFinTechReal Estate

Responsibilities

Team Leadership: Lead and support a combined team of Collections and Loss Mitigation SPOC Specialists to achieve department KPIs and deliver an exceptional homeowner experience

Homeowner Advocacy: Oversee inbound and outbound communication regarding hardships, ensuring the team provides accurate information on repayment options and loss mitigation programs

Operational Excellence: Manage end-to-end homeowner journeys, ensuring every borrower has a clearly assigned SPOC and experiences continuity of care

Advanced Collections & Skip-Tracing: Oversight of skip-tracing efforts for non-responsive accounts and providing homeowners with alternative payment methods to prevent foreclosure

Performance Coaching: Conduct regular performance check-ins, call monitoring, and quality feedback sessions to identify gaps and drive continuous improvement

Strategic Collaboration: Partner with Foreclosure, Bankruptcy, Compliance, and Client Engagement, Mortgage Assistance Back Office teams to resolve complex cases and optimize workflows

Compliance & Compliance Adherence: Ensure strict adherence to company SLAs, regulatory requirements, and investor/insurer guidelines (GSE, FHA, VA, USDA)

Escalation Management: Serve as the primary point of contact for high-risk situations and complex complaints, ensuring proper documentation and real-time corrective feedback

Resource Planning: Manage team scheduling and capacity planning to maintain service levels during peak operational hours and business continuity

Training: Ensure the team is trained on upcoming process changes and regulations regularly

Qualification

Mortgage servicingSPOC requirementsLeadershipLoss mitigation underwritingCommunicationProblem SolvingHigh-growth environmentEmpathyOrganizational skills

Required

5+ years in mortgage servicing (Collections, Loss Mitigation, or Default) with 1–2 years in a leadership or supervisory role

Deep understanding of SPOC requirements, borrower contact strategies, and case management

Proven ability to coach teams in a metrics-driven environment while maintaining a culture of empathy and accountability

Strong written and verbal skills with the ability to provide clear direction on complex regulatory or policy updates

High-level organizational skills with a continuous improvement mindset and the ability to manage competing priorities

High School Diploma or equivalent

Preferred

Direct experience with loss mitigation underwriting or workout options (e.g., modifications, deferrals, partial claims)

Experience in a high-growth, tech-enabled servicing environment

Familiarity with interpreting complex investor guidelines

Benefits

401 (k) plan

Comprehensive medical, dental, & vision benefits

In-office snacks and drinks, and Bagel Fridays

Pre-tax deductions for public transportation, rideshare services, and parking expenses

Company-wide orientation for you to successfully onboard and other learning & development opportunities, including regular review cycles that feature 360-degree feedback

17 days paid time off, sick days, and 11 company holidays

12 weeks off for both birthing and non-birthing parents - fully paid