Operations Team Lead - SPOC Mortgage Loss Mitigation

Adecco is assisting a local client recruiting for an Operations Team Lead - SPOC Mortgage Loss Mitigation position in Jacksonville, FL. This is an excellent opportunity to join a winning culture and get your foot in the door with a company that promotes professional development, values accuracy and customer commitment, and offers a collaborative environment. If you are interested and you meet the qualifications listed below, apply now!Job Summary:The Operations Team Lead - Mortgage Loss Mitigation supports the daily operations of the Sr. Collections team (also known as Single Point of Contact- SPOC) by providing hands-on leadership, subject matter expertise, and operational oversight. This role serves as the primary escalation point for complex loss mitigation and delinquency scenarios while guiding team performance, workflow, and quality.In addition to performing escalated loss mitigation activities, the Operations Team Lead partners closely with leadership to ensure adherence to investor, regulatory, and company requirements. This position plays a critical role in coaching and developing Sr. Collections Specialists, driving operational consistency, and contributing to a high-performing, customer-focused loss mitigation environment.. An ideal candidate will have a minimum of 3 years' experience in a Lead role supporting collections, loss mitigation or mortgage servicing.Responsibilities for the Operations Team Lead includes but not limited to:Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities to ensure service level agreements and performance objectives are met.Act as the escalation point for complex or sensitive borrower situations, including advanced delinquency resolutions, loss mitigation options, disputed accounts, bankruptcy-related matters, and regulatory or investor concerns.Perform inbound and outbound SPOC customer outreach on escalated accounts, modeling best practices in customer communication, negotiation, and compliance.Partner with leadership to monitor key performance indicators (KPIs), identify trends, and provide insights or recommendations to improve team outcomes and borrower experience.Support onboarding, training, coaching, and mentoring of new and existing Senior Collections Specialists, including side-by-side support and refresher training on systems, policies, and investor guidelines.Serve as a subject matter expert for SPOC processes, investor programs (FHA, VA, FNMA, FHLMC), and loss mitigation options such as forbearance, loan modification, short sale, and deed in lieu.Review account activity, documentation, and notes to ensure accuracy, completeness, and compliance with regulatory, investor, and company standards.Assist with workflow coordination, daily questions, and issue resolution during supervisor absences or peak volume periods.Contribute to process improvement initiatives, audits, special projects, and operational reviews as assigned.REQUIREMENTS:Associates or Bachelors degree preferred or High school diploma or equivalent with a minimum of 3 years' experience in a Lead role supporting collections, loss mitigation or mortgage servicing.5+ years of mortgage servicing experience, with strong emphasis on SPOC, loss mitigation, and advanced collections.Prior experience leading, coaching, mentoring, or acting as a senior resource within a collections or loss mitigation environment preferred.Advanced understanding of SPOC operations, loss mitigation workflows, and collections best practices.Strong knowledge of investor guidelines and programs, including FHA, VA, FNMA, and FHLMC.Working knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and applicable regulatory requirements.Demonstrated ability to handle complex borrower interactions with professionalism, empathy, and strong negotiation skills.Proven leadership, coaching, and mentoring abilities with a collaborative and team-focused approach.Strong analytical skills with the ability to interpret complex account scenarios and make sound recommendations.Excellent verbal and written communication skills with strong active listening and problem-solving capabilities.Exceptional time management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.Strong attention to detail and commitment to maintaining accurate, compliant documentation.Proficient in Microsoft Office applications and mortgage servicing systems.Ability to communicate effectively and build relationships with team members and stakeholders at all levels of the organization. What's in this Operations Team Lead position for you?Pay: $30.00 per hourTempONSITE: Jacksonville, FLM-F: 11 AM - 8 PM PSTWeekly paycheckDedicated Onboarding Specialist & RecruiterAccess to Adecco's Aspire Academy with thousands of free upskilling courses This Operations Team Lead role is being recruited for by one of our Virtual Delivery Team and not your local Branch. For instant consideration for this position and other opportunities with Adecco in Jacksonville, FL, apply today! Pay Details: $30.00 per hourBenefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.Equal Opportunity Employer/Veterans/DisabledMilitary connected talent encouraged to applyTo read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adecco.com/en-us/candidate-privacyThe Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:The California Fair Chance ActLos Angeles City Fair Chance OrdinanceLos Angeles County Fair Chance Ordinance for EmployersSan Francisco Fair Chance Ordinance