Sr. Collections Operations Supervisor

Sr. Collections Operations Supervisor
Jacksonville, FL (Onsite)
3-Month Contract
JPC - 20339

Solugenix is assisting a client, a leading financial services company, in their search for a Sr. Collections Operations Supervisor. This is a 3-month contract opportunity based out of Jacksonville, FL (Onsite).

The SPOC Supervisor leads the daily operations of the Single Point of Contact (SPOC) team within Loss Mitigation, providing strategic direction, oversight, and leadership to ensure effective borrower engagement, delinquency resolution, and compliance-driven outcomes. This role is responsible for supervising Sr. Collections Specialists (SPOCs), managing escalated or complex borrower situations, and ensuring consistent delivery of retention and liquidation solutions aligned with investor, regulatory, and company requirements.

As a senior subject matter expert, the SPOC Supervisor oversees performance management, operational reporting, workflow planning, and continuous process improvement specific to loss mitigation and collections activities. This role ensures adherence to investor guidelines (FHA, VA, FNMA, FHLMC), regulatory requirements, and internal policies while fostering a high-performing, customer-focused, and accountable environment. Through coaching and development, the Supervisor ensures SPOCs provide exceptional service, maintain detailed documentation, and effectively guide borrowers through home retention or liquidation options.

Qualifications:

• High School diploma or equivalent required; some college preferred.
• 3-5 years of experience in collections, loss mitigation, or mortgage servicing.
• 2+ years of demonstrated experience in a lead or supervisory role.
• Strong knowledge of loss mitigation processes, collections strategies, and borrower assistance programs.
• Advanced understanding of investor guidelines (FHA, VA, FNMA, FHLMC).
• Strong knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and related regulations.
• Demonstrated leadership, coaching, and mentoring skills with the ability to guide others toward improved performance.
• Excellent verbal and written communication skills with effective active listening and problem‑solving abilities.
• Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions.
• Excellent time management and organizational skills, with the ability to handle multiple priorities in a fast‑paced environment.

Responsibilities:

• Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals.
• Oversee borrower engagement strategies, ensuring SPOCs effectively act as the primary point of contact for loss mitigation and collections-related inquiries.
• Monitor team performance metrics, analyze trends, and identify opportunities for improved borrower outcomes, operational efficiency, and compliance adherence.
• Provide training, coaching, mentoring, and side‑by‑side support to new and existing SPOC's, including refreshers on procedures, systems, and compliance requirements.
• Conduct regular performance evaluations, deliver constructive feedback, and establish development plans aligned with individual and organizational goals.
• Support hiring and onboarding efforts by participating in candidate interviews, assessing skills and cultural fit, and contributing to the selection and successful integration of new collections talent.
• Drive continuous process improvement initiatives to enhance workflow efficiency, customer experience, and overall team performance.
• Perform special projects, quality reviews, or analyses as required.

Pay Range for CA, CO, IL, NJ, NY, WA, and DC: $40.64/hour to $40.64/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training, and/or experience.

Solugenix will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and Ordinance. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we are concerned about conviction that is directly related to the job, applicants will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

About the Client
Our client is one of the world's leading financial services companies based out of Jacksonville, FL.

About Solugenix
Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance—providing clients with reliability and a strong competitive edge.
Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business—it means having a dedicated ally focused on your success in today's fast-evolving digital world.