Collections Operations Lead — Impact, Compliance & Growth

First American; Sandy Springs (GA); On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

Medical benefits

401k plan

PTO

Job summary

First American is seeking a Collections Supervisor to lead the daily operations of the Collections team, ensuring compliance and customer-focused outcomes. The role involves supervising specialists, managing escalated cases, and driving results aligned with company goals.

The candidate will oversee performance management, reporting, workflow planning, and process improvements while coaching team members and ensuring adherence to regulatory standards.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3-5 years mortgage servicing and collections experience.
• 2+ years in a lead or supervisory role.

Responsibilities

• Lead daily team operations by monitoring queue activity and prioritizing workload.
• Gather, analyze, and report collections data for management.
• Assist in monitoring team performance metrics, identifying trends, and recommending strategies for improvement.
• Provide training, coaching, mentoring, and side-by-side support to new and existing specialists.
• Review and maintain detailed account documentation, ensuring accuracy and adherence to investor and regulatory requirements.
• Conduct annual performance reviews and deliver ongoing feedback with development goals.
• Support hiring and onboarding efforts by participating in candidate interviews and assessing fit.
• Perform special projects, audits, or analyses as required.

Skills

Collections leadership

Regulatory compliance

Active listening

Problem solving

Time management

Data analysis

Education

Bachelor's degree

Job description

First American is seeking a Collections Supervisor to lead the daily operations of the Collections team, ensuring compliance and customer-focused outcomes. The role involves supervising specialists, managing escalated cases, and driving results aligned with company goals.

The candidate will oversee performance management, reporting, workflow planning, and process improvements while coaching team members and ensuring adherence to regulatory standards.