Lead Collections Specialist (remote possible)
About The Position
Who We Are ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. What We Do Performs a variety of collection activities including collection calls, correspondence, negotiating payment plans, and maintaining records of all communication. Provides customer service regarding collections issues, processes customer refunds, processes and reviews account adjustments, and resolves client discrepancies. Regarded as subject matter expert within department. Manages a wide range of difficult calls and situations. Typically, does not have supervisory responsibility but actively mentors team members. May provide input on employee performance and coordinate workflow and/or act as a SPOC specialist.
Requirements
- High School diploma or equivalent
- Some college preferred.
- Typically requires 5+ years of directly related experience.
- Demonstrated leadership experience.
- Demonstrated leadership, organizational and problem-solving skills.
- Exercises confidence, sound judgment and independent decision-making skills
- Ability to understand and execute policy and procedures.
- Excellent verbal and written skills with strong negotiation and active listening skills.
- Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes.
- Excellent knowledge of billing procedures, collections techniques, and accounts receivable.
- Able to thrive working in a fast-paced collaborative environment and manage multiple priorities.
- Strong knowledge of state and federal Fair Debt Collections Laws, US Bankruptcy Code, and bankruptcy procedures and regulations.
- Knowledge of mainframe system Oracle or other operating systems.
- Analyze and interpret complex documents to make sound decisions and recommendations.
- Able to interact and communicate with individuals at all levels of the organization.
- Drive workload, mentor and assist in training team members.
Responsibilities
- Gather collections data for data reporting to management.
- Regularly prepare, analyze, and present metrics/updates to management.
- Assist with the design and implementation of collection strategies, methods, and workflows.
- Research and resolve issues with escalated delinquent customers, including write-off or turn over to a collection agency.
- Special analysis and preparation as required.
- Provide training and actively mentor team members.
- Support supervisor during absences.
Benefits
- Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
