Single Point of Contact (SPOC)

Position Summary

The Single Point of Contact (SPOC) serves as a dedicated, consistent representative for borrowers experiencing financial hardship or seeking assistance during default-related processes. This role is centered around relationship-building through live, face-to-face engagement using Microsoft Teams, with the goal of providing personalized counseling, fostering borrower trust, and guiding each customer toward long-term, sustainable solutions.

The SPOC counsels borrowers through available loss mitigation options, repayment strategies, and resolution paths, prioritizing those that help preserve equity and promote lasting payment success. They work to break the cycle of delinquency by helping borrowers reestablish healthy payment habits, avoid short-term fixes, and understand their responsibilities beyond the immediate resolution.

This role requires consistent follow-through, including timely email responses, scheduled call-backs, and use of downtime between appointments to perform outbound outreach. SPOCs are expected to meet or exceed performance standards related to live video engagement, solution quality, and post-resolution borrower outcomes.

Through empathy, accountability, and proactive communication, the SPOC ensures that every borrower interaction is guided by BrightShore Mortgage’s cultural pillars of Leadership, Raving Fans, Transparency, and High Performance.

Core Competencies:

• Demonstrates strong interpersonal skills and empathy to counsel borrowers through hardship with a focus on long-term resolution and stability
• Builds rapport and trust through consistent, face-to-face Microsoft Teams meetings; encourages borrower participation and uses visual engagement to improve communication
• Maintains deep knowledge of repayment options, loss mitigation programs, and post-resolution strategies that support borrower success and reduce recidivism
• Uses sound judgment and regulatory awareness to guide conversations in a compliant, borrower-focused manner that protects both borrower and servicer
• Understands the importance of payment habit reinforcement, leveraging each conversation to promote consistent, proactive borrower behavior
• Prioritizes sustainable, equity-preserving options whenever possible and avoids short-term fixes that risk future delinquency
• Responds to borrower emails within one business day and ensures accurate, timely documentation of every interaction in the servicing system
• Manages time between appointments efficiently, performing outbound outreach, preparing files, and ensuring no borrower is left behind
• Maintains performance metrics related to Teams meeting usage, resolution effectiveness, and overall borrower satisfaction
• Collaborates cross-functionally with Loss Mitigation, Escrow, Customer Experience, and Servicing teams to ensure a seamless borrower experience
• Embodies BrightShore Mortgage’s pillars of Leadership, Raving Fans, Transparency, and High Performance through consistency, care, and operational excellence
• Builds continuity by managing the borrower relationship from initial hardship through full resolution and beyond, acting as a stable point of contact throughout the default lifecycle

Supervisor Responsibilities (if applicable):

• N/A

Duties/Responsibilities

• Proactively engage borrowers through Microsoft Teams face-to-face meetings, using real-time interaction to build trust, humanize the process, and improve resolution outcomes
• Counsel borrowers on available loss mitigation options, repayment plans, and sustainable solutions, prioritizing options that preserve property equity and long-term financial health
• Promote and encourage the use of video meetings when scheduling appointments; help borrowers understand the benefits of visual communication in navigating complex processes
• Track and maintain performance on borrower face-to-face interaction rates; strive to lead or meet team benchmarks for visual engagement via Teams
• Guide borrowers through the next steps following default, delinquency, or hardship—ensuring each borrower understands their options, rights, and responsibilities
• Use each touchpoint to reinforce positive payment behavior, providing encouragement, reminders, and clarity to keep borrowers active in their obligations
• Set clear expectations for follow-up, documentation requests, and next steps in every interaction to minimize confusion and increase borrower accountability
• Recommend solutions that avoid short-term quick fixes when possible; advocate for sustainable repayment plans that reduce the risk of redefault
• Counsel borrowers on how to maintain success post-resolution, with an emphasis on budgeting, auto-pay enrollment, and understanding future payment expectations
• Manage time between borrower appointments with urgency and focus, including returning calls, handling documentation, and preparing for next-day outreach
• Respond to borrower emails within one business day; ensure consistent, documented follow-up on all inquiries and escalations
• Use discretion and empathy in all interactions while remaining compliant with investor, agency, and company communication standards
• Maintain clear documentation in the system of record for every borrower contact, including visual meeting notes, proposed solutions, and borrower responses
• Collaborate with internal departments such as Loss Mitigation, Customer Experience, and Escrow to ensure a smooth and accurate experience for the borrower
• Monitor loan-level progress and proactively reach out when borrowers miss appointments, fall off track, or express renewed hardship
• Champion BrightShore Mortgage’s pillars of Leadership, Raving Fans, Transparency, and High Performance through one-on-one borrower advocacy and guidance
• Monitor post-resolution performance and re-engage borrowers early if signs of re-delinquency emerge, promoting continuity and recidivism prevention

Education, Experience and /or Skills

• High school diploma or equivalent required; associate or bachelor’s degree in Business, Finance, Communications, or related field preferred
• Minimum of 2–4 years of experience in mortgage servicing, loss mitigation, collections, or borrower-facing financial counseling
• Experience conducting live borrower meetings using Microsoft Teams or other virtual platforms strongly preferred
• Working knowledge of loss mitigation programs (FHA, VA, USDA, FNMA, FHLMC), repayment plans, and resolution strategies required
• Familiarity with servicing platforms (e.g., FICS), document imaging systems (e.g., Radstar), and internal communication tools
• Strong verbal and written communication skills with a demonstrated ability to explain complex financial options to borrowers in clear, compassionate terms
• Experience in counseling, social work, or consumer advocacy roles considered a plus
• Proven track record of consistent follow-up, timely response handling, and documentation accuracy in a servicing or customer care environment
• Ability to manage a dynamic schedule, prioritize appointments, and remain organized across multiple loan-level engagements
• Committed to BrightShore Mortgage’s values of Leadership, Raving Fans, Transparency, and High Performance in every borrower interaction

Computer & Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work-station and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, BrightShore Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.