Operations Team Lead

About Service Mac

Service Mac is a new sub‑servicing entity backed by leading practitioners in the mortgage servicing industry, focused on providing superior technology, products and services for mortgage and real estate industries with a people‑first culture.

Supports daily operations of the Senior Collections team (SPOC) providing hands‑on leadership, expertise and oversight.

• Lead daily SPOC team operations, monitor queues, pipeline flow, and priorities to meet SLAs and performance objectives.
• Act as escalation point for complex or sensitive borrower situations, including advanced delinquency resolutions, loss mitigation options, disputed accounts, bankruptcy‑related matters and regulatory or investor concerns.
• Perform inbound and outbound SPOC customer outreach on escalated accounts, modeling best practices in communication, negotiation and compliance.
• Partner with leadership to monitor KPIs, identify trends, and provide insights or recommendations to improve team outcomes and borrower experience.
• Support onboarding, training, coaching and mentoring of new and existing Senior Collections Specialists, including side‑by‑side support and refresher training on systems, policies and investor guidelines.
• Serve as subject‑matter expert for SPOC processes, investor programs (FHA, VA, FNMA, FHLMC) and loss mitigation options.
• Review account activity, documentation and notes to ensure accuracy, completeness and compliance with regulatory, investor and company standards.
• Assist with workflow coordination, daily questions and issue resolution during supervisor absences or peak volume periods.
• Contribute to process improvement initiatives, audits, special projects and operational reviews as assigned.

• High school diploma or equivalent required; some college preferred.
• Typically requires 5+ years of mortgage servicing experience with strong emphasis on SPOC, loss mitigation and advanced collections.
• Prior experience leading, coaching, mentoring or acting as a senior resource within a collections or loss mitigation environment preferred.

• Advanced understanding of SPOC operations, loss mitigation workflows and collections best practices.
• Strong knowledge of investor guidelines and programs (FHA, VA, FNMA, FHLMC).
• Working knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code and applicable regulatory requirements.
• Ability to handle complex borrower interactions with professionalism, empathy and strong negotiation skills.
• Proven leadership, coaching and mentoring abilities with a collaborative and team‑focused approach.
• Strong analytical skills with ability to interpret complex account scenarios and make sound recommendations.
• Excellent verbal and written communication skills with strong active listening and problem‑solving capabilities.
• Exceptional time management and organizational skills with ability to manage multiple priorities in a fast‑paced environment.
• Strong attention to detail and commitment to maintaining accurate, compliant documentation.
• Proficient in Microsoft Office applications and mortgage servicing systems.
• Ability to communicate effectively and build relationships with team members and stakeholders at all levels of the organization.

Working hours:

11:00am–8:00pm EST, Monday–Friday. Pay Range: $24.42–$32.56 hourly.

• Medical, dental and vision coverage.
• 401(k) and employee stock purchase plan.
• Paid time off and paid sick leave.
• Other benefits support a healthy work‑life balance.

First American is an equal‑opportunity employer in every sense of the term. We support an inclusive workplace for all employees.