First United Bank · 17 hours ago
Mortgage Single Point of Contact (SPOC) Specialist
Plano, TX
Full-time
Onsite
Entry, Mid Level
2+ years expFirst United Bank is a leading organization recognized for its supportive work culture and commitment to employee growth. The Mortgage Single Point of Contact (SPOC) Specialist serves as the primary liaison for borrowers in need of loss mitigation assistance, managing relationships and ensuring compliance with regulations while delivering excellent customer service.
BankingFinancial ServicesInsuranceLending
Responsibilities
Serve as the designated, single point of contact for assigned borrowers throughout the loss mitigation process
Proactively engage borrowers to explain available loss mitigation options, including repayment plans, forbearance, deferrals, partial claims, loan modifications, short sales, and deeds-in-lieu of foreclosure
Clearly communicate program requirements, documentation needs, timelines, and next steps in a professional and borrower-friendly manner
Maintain accurate and thorough documentation of all borrower communications, actions, and decisions within the servicing system
Conduct consistent follow-up to obtain required documentation and prevent application delays
Respond to inbound borrower inquiries within established service-level agreements (SLAs)
Meet or exceed departmental performance metrics, including call quality, productivity, cycle times, and compliance standards
Handle sensitive and escalated borrower interactions with professionalism, empathy, and effective de-escalation techniques
Intake, review, and track loss mitigation applications to ensure completeness, accuracy, and timeliness
Coordinate closely with underwriting, foreclosure, escalation, and investor reporting teams to facilitate timely resolution of borrower files
Ensure strict adherence to CFPB Regulation X, applicable state laws, and investor guidelines (FHA, VA, USDA, FNMA, FHLMC, and private investors)
Monitor application status and ensure accurate and timely communication of decisions to borrowers
Explain approvals, denials, counteroffers, trial plans, and final terms, ensuring borrower understanding and acceptance
Identify and escalate potential compliance risks, borrower complaints, or time-sensitive issues to management as appropriate
Participate in audits, quality control reviews, and required training initiatives
Serve as the primary contact for internal stakeholders, external customers, and authorized third parties regarding loss mitigation matters
Assist borrowers via phone and email with routine account inquiries and loss mitigation-related payment collection
Review loan modification documents for accuracy of terms and required verbiage
Complete loss mitigation reviews within departmental and investor SLAs
Stay informed of industry trends, regulatory updates, and mortgage default servicing best practices
Provide recommendations for process improvements and operational efficiencies
Address customer complaints and escalate issues to management when necessary
Maintain compliance with all company policies, procedures, and annual compliance training requirements
Perform other duties as assigned by management
Qualification
Required
High School Diploma or GED required; bachelor's degree preferred
Minimum of 2 years of mortgage servicing experience with a strong emphasis on loss mitigation or default servicing
Experience with government loans (FHA, VA, USDA) and GSE loans (FNMA/FHLMC) required
Demonstrated ability to explain complex mortgage concepts clearly and effectively to borrowers
Strong verbal and written communication skills
Excellent customer service, negotiation, and collection skills
High attention to detail with strong documentation accuracy
Ability to manage a high-volume pipeline of borrower cases simultaneously
Strong problem-solving, judgment, and decision-making abilities
Knowledge of applicable laws, regulations, and investor guidelines related to loss mitigation
Ability to work independently while collaborating effectively in a team environment
Strong organizational skills and ability to work in a fast-paced, deadline-driven environment
Proficient computer skills, including use of email, phone systems, and standard office software
Preferred
Bachelor's degree
Experience in a financial services or operations environment preferred (4+ years)
Proficiency with mortgage servicing systems and document management tools (MSP experience preferred)
Bilingual (English/Spanish) preferred
Dependable, self-motivated, and willing to take initiative and accept additional responsibilities
Company
First United Bank
First United Bank is a banking company that specializes in the fields of personal banking, loans, and business loans.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$80.45M2022-02-01Series Unknown· $80.45M
Leadership Team
Tadd D. Tobkin
EVP - Chief Technology Officer
Recent News
2026-01-13
2025-11-11
2025-10-22
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