Lead Collections Specialist

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 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. What We Do The Collections Team Lead supports the daily operations of the Collections team by providing collection support, handling escalated or complex customer situations, and guiding team performance. In addition to performing core collection activities on escalated loans, this role provides hands-on leadership through mentoring, training, quality, and workflow coordination.
Serving as a subject matter expert, the Collections Team Lead assists the supervisor with performance metrics, operational reporting, process improvements, and ensuring compliance with investor, regulatory, and company standards. The Team Lead functions as a key resource for team members and contributes to a high performing, customer focused collections environment.

WHAT YOU'LL DO

• 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 sidebyside 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.

WHAT YOU'LL BRING

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 problemsolving 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 fastpaced environment.
• Strong attention to detail and ability to maintain accurate, compliant documentation.
• Ability to work collaboratively and communicate effectively with individuals at all levels of the organization.
• Ability to assist in driving team workload, supporting training efforts, and contributing to continuous improvement initiatives.

Working hours are 10:00am-7:00pm or 11:00am-8:00pm EST, Monday-Friday.

Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.

What We Offer By choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. 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.