Collections SPOC Manager

ID 2024-2745
Job Locations
US-VA-Virginia Beach
Customer Service/Support
Full Time


Looking for a career with purpose and reward? At LoanCare we help customers every day with what is for many their largest and most personal financial transaction: the purchase of their home. With the mission to simplify the complex with empathy and insight, we are constantly innovating and are a top provider in the mortgage services industry as a result.

We are actively seeking to fill the role of Collections Manager. Our ideal candidate enjoys working with clients, both internal and external, eager to learn and maximize results, is detail oriented and driven to meet tight deadlines in a fast-paced environment. Background in the mortgage or real estate industry is  a plus. If this sounds like you, and you are ready for a career and not just your next job, apply today!


• Coordinate and manage the daily operations of the Collections and SPOC Single Point of Contact Department through subordinate supervisors and staff.
• Ensure all appropriate controls are in place for key task job functions to guarantee compliance with all investor, insurer, client, and LoanCare policies, procedures, requirements, and guidelines to avoid significant monetary loss and audit findings; ensure all key tasks are completed promptly and accurately.
• Develop and implement monthly collection strategy in compliance with investor, insurer, client, and LoanCare guidelines, requirements, agreements, and SLAs; set appropriate objectives that tie into corporate goals.
• Manage, coach, counsel and develop assigned staff.
• Ensure adequate staffing and training/development of staff to meet operational needs.
• Ensure policies and procedures are reviewed and conform to company standards and client requirements; update quarterly/as needed and send to quality control for review.
• Prepare / distribute monthly management trend reports and key activities for all areas.
• Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training.
• All other duties as assigned.



• High School Diploma or equivalent required. Bachelor’s degree or equivalent work experience preferred.
• 6-8 years of default experience with a significant degree of technical knowledge of default administration and investor/insurer guidelines and compliance.
• 5+ years of supervisory/management experience preferred.
• Demonstrated leadership/management skills.

• Ability to motivate, mentor, train/coach, evaluate performance and lead staff in a fast-paced, dynamic environment.
• Advanced problem-solving, organizational, and planning skills.
• Strong negotiation and conflict resolution skills.
• Strong knowledge of workflow processes, staffing needs, and operational costs.
• Knowledge of investor, government, client, and LoanCare policies, reporting requirements, and guidelines.
• Analytical and mathematical skills sufficient to calculate, build, and evaluate performance metrics and apply them to increase efficiencies.
• Advanced analytical thinking skills to analyze problems and apply data/information to solve administrative and/or operating problems and provide appropriate solutions.
• Ability to audit and analyze work outputs by interpreting government, agency, and department guidelines/standards.
• Ability to handle multiple priorities, prioritize workflow during high volumes, and meet strict deadlines.
• Ability to provide precise attention to detail and concern for accuracy/consistency in results.
• Ability to adapt to frequently changing processes/procedures and handle other essential tasks as assigned.
• Excellent verbal, written, and interpersonal communication skills.
• Proficient in Microsoft Office applications (e.g., Word, Excel, Outlook).
• Typing speed 50 wpm preferred.
• LPS-MSP (Mortgage Servicing Platform) experience preferred.
• Ability to operate standard office equipment (e.g., personal computer, 10-key calculator, copier, fax machine, scanner, microfilm reader, etc.).




Who We Are

LoanCare is a top national provider in mortgage loan subservicing. The Company has been servicing loans for over 30 years and are known for superior customer support and digital innovation. Over $300 billion in asset value is managed by the team. LoanCare is part of Fidelity National Financial (NYSE: FNF), a leading provider of title insurance and transaction services to the real estate and mortgage industries.





Basic job duties an employee must be able to perform with, or without, reasonable accommodation.


Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Speaking — Talking to others to convey information effectively.

Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Instructing — Teaching others how to do something.

Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Time Management — Managing one's own time and the time of others.

Writing — Communicating effectively in writing as appropriate for the needs of the audience.

Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension — The ability to read and understand information and ideas presented in writing.

Inductive  Reasoning  —  The  ability  to combine  pieces  of  information  to form  general  rules  or  conclusions  (includes  finding  a relationship among seemingly unrelated events).

Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Near Vision — The ability to see details at close range (within a few feet of the observer).

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

Speech Recognition — The ability to identify and understand the speech of another person.

Speech Clarity — The ability to speak clearly so others can understand you.




Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late, or weekend hours as needed for successful job performance. Overtime required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.





  • Sitting up to 90% of time
  • Walking and standing up to 10% of time
  • Occasional lifting, stooping, kneeling, crouching, and reaching.





LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.






<p style="margin: 0px;"><span style="font-size: 12pt; color: #4e4f4f;">Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.</span></p>
Share on your newsfeed