Collections Operations Supervisor -ServiceMac
Listed on 2026-09-25
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Management
Risk Manager/Analyst, Regulatory Compliance Specialist, Banking & Finance -
Finance & Banking
Financial Compliance, Risk Manager/Analyst, Regulatory Compliance Specialist, Banking & Finance
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.
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.
We Do
The Collections Supervisor leads the daily operations of the Collections team, providing strategic direction, oversight, and leadership to ensure effective performance, compliance, and customer-focused outcomes. This role is responsible for supervising Collections specialists, managing escalated or high-risk collection situations, and driving results aligned with organizational goals. As a senior subject matter expert, the Collections Supervisor oversees performance management, operational reporting, workflow planning, and continuous process improvement.
The Supervisor ensures adherence to investor, regulatory, and company standards while fostering a high-performing, accountable, and professional collections environment. Through coaching, development, and leadership, this role sets expectations, supports career growth, and ensures the team consistently delivers quality results.
- Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals.
- 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.
- Conduct annual performance reviews and deliver ongoing performance evaluations, providing clear, constructive feedback while setting goals aligned with individual development and business objectives.
- Support hiring and onboarding efforts by participating in candidate…
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