Senior Collections Specialist

About the Company ServiceMac is a new subservicing 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 personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned the company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for eleven consecutive years. The company has also earned awards as a best place to work for women, diversity and LGBTQ employees, and has been included on more than 50 regional best places to work lists. First American always strives to be a great place to work, for all. About the Role What We Do Perform a variety of collection activities including collection calls, correspondence, negotiating payment plans, and maintaining records of all communication. Provide customer service regarding collections issues, process customer refunds, process and review account adjustments, and resolve client discrepancies. Demonstrate excellent judgement and resolve difficult calls and situations, acting as a subject-matter expert or SPOC specialist when appropriate. How You'll Contribute Responsible for collection of highly complex/difficult accounts and situations. Provide specialized collection work, gathering detailed financial information and negotiating resolutions. Assist team members with difficult or complex accounts and situations, utilizing technical knowledge of collections, procedural guidelines, and industry knowledge. Prepare weekly and monthly updates and status reports of outstanding delinquencies. Provide financial counseling to discuss and resolve debt situations within established limits. Qualifications Required Education, Experience, Certification/Licensure High School diploma or equivalent. Some college preferred. Typically requires 4-7 years of high-volume commercial collections experience. Knowledge, Skills, and Abilities (KSAs) Excellent verbal and written skills with strong negotiation and active listening skills. Problem-solving, time management, and organizational skills. Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes. Strong attention to detail. Strong knowledge of billing procedures, collections techniques, and accounts receivable. Ability to thrive working in a fast-paced collaborative environment and manage multiple priorities. Strong computer skills including Microsoft Office applications. Strong knowledge of state and federal Fair Debt Collections Laws, US Bankruptcy Code, and bankruptcy procedures and regulations. Ability to analyze and interpret complex documents to make sound decisions and recommendations. Experience with mainframe system Oracle or related operating systems. Ability to interact and communicate with individuals at all levels of the organization. Pay Range Hourly: $21.24 - $28.31 Benefits First American offers a comprehensive benefits package including medical, dental, vision, 401k, paid time off, paid sick leave, and an employee stock purchase plan. The company is an equal opportunity employer in every sense of the term. #J-18808-Ljbffr