Servicing - Customer Advocate (SPOC)

About the role

The Single Point of Contact (S.P.O.C.) Specialist at United Wholesale Mortgage (UWM) supports homeowners facing financial hardship by acting as their primary liaison throughout the default servicing process. The role involves providing personalized, high-touch service, guiding borrowers through options like repayment plans, loan modifications, and loss mitigation solutions.

Responsibilities

• Serve as the dedicated point of contact for assigned borrowers from the time they are identified as at-risk of default through resolution.
• Deliver proactive, empathetic communication, providing regular updates on account status, required documentation, and next steps.
• Educate borrowers on their mortgage assistance options, including forbearance, repayment, loan modification, short sale, and deed-in-lieu of foreclosure.
• Facilitate the collection and review of loss mitigation applications, ensuring completeness and timely submission in compliance with CFPB, RESPA, Reg X, and investor guidelines.
• Partner internally with teams across servicing, underwriting, legal, and foreclosure to manage borrower files and ensure all milestones are met within required timelines.
• Maintain accurate and timely case notes in UWM systems for every borrower interaction and document received.
• Own borrower issues end-to-end and ensure resolutions are compliant, timely, and aligned with UWM’s commitment to client experience.
• Identify opportunities to improve the borrower’s experience and work closely with leadership to implement best practices.

Requirements

• Must-have qualifications: 2+ years of experience in mortgage servicing, default management, or a client-facing servicing role; high school diploma or equivalent (college degree preferred); must have previous SPOC experience; strong organizational and time management skills; knowledge of Fannie Mae, Freddie Mac, FHA, VA, and USDA loss mitigation programs; understanding of federal and state regulations, including CFPB’s SPOC requirements, RESPA, and Reg X.
• Nice-to-have qualifications: experience with servicing platforms such as MSP (Black Knight); familiarity with UWM systems, tools, or lending processes; bilingual fluency (especially in Spanish) a plus.

Qualifications

• Must-have qualifications: 2+ years of experience in mortgage servicing, default management, or a client-facing servicing role; high school diploma or equivalent (college degree preferred); must have previous SPOC experience; strong organizational and time management skills; knowledge of Fannie Mae, Freddie Mac, FHA, VA, and USDA loss mitigation programs; understanding of federal and state regulations, including CFPB’s SPOC requirements, RESPA, and Reg X.
• Nice-to-have qualifications: experience with servicing platforms such as MSP (Black Knight); familiarity with UWM systems, tools, or lending processes; bilingual fluency (especially in Spanish) a plus.

Skills

• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of housing finance and regulatory compliance.
• Proficiency in Microsoft Office Suite.

Benefits

• Paid Time Off (PTO) after just 30 days.
• Additional parental and maternity leave benefits after 12 months.
• Adoption reimbursement program.
• Paid volunteer hours.
• Paid training and career development.
• Medical, dental, vision and life insurance.
• 401k with employer match.
• Mortgage discount and area business discounts.
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court.
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon.
• Gourmet cafeteria featuring homemade breakfast and lunch.
• Convenience store featuring healthy grab-and-go snacks.
• Indoor/outdoor café with Wi-Fi.

Pay

Details about pay are not specified in the job posting.

Schedule

The role requires 100% onsite attendance in the Pontiac office.