Senior 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 Performs a variety of collection activities including collection calls, correspondence, negotiating payment plans, and maintaining records of all communication. Provides customer service regarding collections issues, processes customer refunds, processes and reviews account adjustments, and resolves client discrepancies.
Has substantial understanding of the job / function / products and applies knowledge and skills to complete a wide range of tasks. Demonstrates excellent judgement and resolves difficult calls and situations. May be viewed as a subject matter expert on a variety of tasks and/or act as a SPOC specialist.

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.
• Provides financial counseling to discuss and resolve debt situation within established limits.

What You'll Bring

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.
• Able 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.
• Able to analyze and interpret complex documents to make sound decisions and recommendations.
• Experience with mainframe system Oracle or related operating systems.
• Able to interact and communicate with individuals at all levels of the organization.

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.