Senior Manager, SPOC/Collections

Client Experience at Valon 

The Client Experience team is a group of organized and altruistic individuals who provide our homeowners with exceptional service. Whether taking ownership of collections, managing default processes, or solving homeowner issues in real-time, the team acts as a bridge between Valon and our homeowners. Equipped with extensive mortgage industry knowledge, each member prides themselves on embodying Valon’s mission of championing homeownership.

About the Role

The Senior Manager, Collections & SPOC is responsible for leading and managing the day-to-day operations of the Collections and Single Point of Contact teams. This role ensures effective and compliant management of delinquent loan accounts, drives performance through coaching and analytics, and oversees the SPOC program to support borrowers experiencing financial hardship. The ideal candidate brings deep knowledge of collections strategies, loss mitigation practices, regulatory compliance, and a people-first leadership style.

Responsibilities

Collections Management:

• Lead and manage collections operations across early, mid, and late-stage delinquency.


• Develop and implement strategies to reduce delinquency, minimize losses, and improve recovery rates.


• Monitor key performance indicators (KPIs), ensuring consistent achievement of departmental goals.


• Partner with Compliance and Legal to ensure all collection efforts adhere to federal, state, and investor guidelines (FDCPA, RESPA, CFPB, etc.).
  
  

SPOC Oversight:

• Oversee the Single Point of Contact program to ensure timely, empathetic, and compliant support for borrowers in loss mitigation or hardship programs.


• Ensure SPOC agents are well-trained and equipped to guide borrowers through available options (e.g., repayment plans, forbearance, loan modifications).


• Implement call quality, file handling, and performance reviews for SPOC staff to ensure consistency and accuracy.
  
  

Leadership & Team Development:

• Lead, mentor, and develop a high-performing team of supervisors and frontline staff.


• Drive a culture of accountability, servicing excellence, and continuous improvement.


• Support hiring, onboarding, training, and career development for team members.
  
  

Strategy & Cross-Functional Collaboration:

• Collaborate with Loan Servicing, Loss Mitigation, Compliance, Customer Service, and IT to streamline workflows and enhance the borrower experience.


• Participate in system updates, user acceptance testing (UAT), and operational readiness related to collections or SPOC systems.


• Provide feedback on policy enhancements, automation opportunities, and risk mitigation.
  
  

Minimum Qualifications

• Bachelors degree preferred


• Advanced subject matter expertise in default servicing, specifically Collections/SPOC


• 5+ years of default servicing leadership experience, leading Collections and SPOC teams


• Ability to work independently and cross-functionally to solve complex problems


• Excellent communication skills (both verbal and written)


• Excellent critical thinking and logical reasoning abilities


• Considered within the entire company to be an expert in their process areas.

Ideal Background

• Ability to manage teams and concurrent workflows in an effective, efficient, organized manner


• 10+ years of mortgage collections/SPOC experience


• Ability to be the first line of defense between their team and the rest of the company when issues and problems arise

What We Can Offer 

• Compensation: competitive salary with a meaningful stake in the company via equity, and 401k plan


• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits


• Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.


• Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback


• Generous time off: flexible paid time off, sick days, and 11 company holidays


• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid so you can focus your energy on your newest addition