Collections Operations Supervisor -ServiceMac

First American; Charlotte (NC); On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Stock purchase plan

PTO

Job summary

First American is seeking a Collections Supervisor to lead the daily operations of the Collections team in Charlotte, ensuring compliance and customer-focused outcomes. The role oversees specialists, manages escalations, and drives performance aligned with company goals.

The candidate should have 3–5 years in mortgage servicing/collections and 2+ years in a lead role, with strong leadership and communication skills. A background check and credit check will be required.

Qualifications

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

Responsibilities

• Lead daily team operations by monitoring queue activity and prioritizing workload to meet service levels and goals.
• Gather, analyze, and report collections data for updates to management.
• Monitor performance metrics, identify trends, and recommend improvement strategies.
• Provide training, coaching, mentoring, and support to new and existing specialists.
• Review and maintain detailed account documentation ensuring accuracy and compliance.
• Conduct annual performance reviews and provide constructive feedback with development goals.
• Assist in hiring and onboarding by participating in interviews and evaluating fit.
• Perform special projects, audits, or analyses as required.

Skills

Leadership

Coaching

Regulatory knowledge

Analytical skills

Communication skills

Team management

Strategic direction

Education

Bachelor's degree or equivalent

Job description

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 Supervisor leads the daily operations of the Collections team, providing strategic direction, oversight, and leadership to ensure effective performance, compliance, and customer-focused outcomes. This role is responsible for supervising Collections specialists, managing escalated or high-risk collection situations, and driving results aligned with organizational goals.

As a senior subject matter expert, the Collections Supervisor oversees performance management, operational reporting, workflow planning, and continuous process improvement. The Supervisor ensures adherence to investor, regulatory, and company standards while fostering a high-performing, accountable, and professional collections environment. Through coaching, development, and leadership, this role sets expectations, supports career growth, and ensures the team consistently delivers quality results.

WH

• Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals.
• 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.
• Conduct annual performance reviews and deliver ongoing performance evaluations, providing clear, constructive feedback while setting goals aligned with individual development and business objectives.
• Support hiring and onboarding efforts by participating in candidate interviews, assessing skills and cultural fit, and contributing to the selection and successful integration of new collections talent.
• Perform special projects, audits, or analyses as required.

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

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

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.
• 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.

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

Pay Range: $64,300.00 - $85,700.00 Annually This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

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.