Lead Collections Specialist - ServiceMac

Who We Are

Service Mac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. Service Mac 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 eleven 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.

Lead a team with responsibility for tactical and project outcomes in the Operations department. Work group is generally engaged in a wide variety of often complex tasks. Provide workflow management for the department, while completing similar tasks.

• Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals.
• Perform inbound and outbound collection calls across all stages of delinquency, modeling best practices in negotiation, customer service, and compliance.
• Handle escalated or complex customer situations, including delinquency resolutions, disputes, bankruptcy‑related inquiries, and sensitive account issues.
• Gather, analyze, and report collections data, preparing regular updates for the Collections Supervisor and management team.
• Assist in monitoring team performance metrics, identifying trends or gaps, and recommending strategies for improvement.
• Provide training, coaching, mentoring, and side‑by‑side support to new and existing specialists, including refreshers on procedures, systems, and compliance requirements.
• Review and maintain detailed account documentation, ensuring accuracy, completeness, and adherence to investor and regulatory requirements.
• Support the supervisor during absences, assisting with workflow coordination, questions, and issue resolution.
• Perform special projects, audits, or analyses as required.

Required Education, Experience, Certification/Licensure High School diploma or equivalent Typically requires 5+ years of mortgage servicing and collections experience. Demonstrated experience in coaching, mentoring, or leading others in a collaborative environment. Knowledge, Skills, and Abilities (KSAs) Strong understanding of collections procedures, best practices, and regulatory requirements, including state and federal Fair Debt Collection laws. Working knowledge of the U.S. Bankruptcy Code and related bankruptcy procedures and regulations.

Proven ability to negotiate payment arrangements, manage conflict, and navigate complex or sensitive customer interactions with professionalism. Demonstrated leadership, coaching, and mentoring skills with the ability to guide others toward improved performance. Strong 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. Strong attention to detail and ability to maintain accurate, compliant documentatiion. Ability to work collaboratively and communicate effectively with individuals at all levels of the organization.…