Collections Operations Supervisor -ServiceMac

First American; Fort Mill (SC); On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

Benefits package including medical/ded

401k

PTO / paid time off

Job summary

First American in Fort Mill, SC, seeks a Collections Supervisor to lead our mortgage servicing collections team. You will oversee daily operations, ensure regulatory compliance, and drive performance improvements while mentoring staff and coordinating with risk, finance, and operations.

The role requires strong leadership, data analysis, and communication skills, with a focus on customer-focused outcomes. The position offers a competitive pay range, comprehensive benefits, and opportunities for

Qualifications

• 3-5 years of mortgage servicing and collections experience.
• 2+ years in a lead or supervisory role.
• Strong knowledge of collections procedures, best practices, and regulatory requirements (FDCPA, etc.).
• Excellent verbal and written communication skills with active listening.

Responsibilities

• Lead daily team operations by monitoring queue activity and prioritizing workload to meet service levels and performance goals.
• Gather, analyze, and report collections data for management.
• Monitor team performance metrics, identify trends or gaps, and recommend improvements.
• Provide training, coaching, mentoring, and side-by-side support to staff.
• Review and maintain detailed account documentation ensuring accuracy and compliance.
• Conduct annual performance reviews and provide constructive feedback.
• Assist in hiring and onboarding of new collections staff.
• Perform special projects, audits, or analyses as required.

Skills

Leadership

Coaching

Mentoring

Communication

Analytical thinking

Time management

Regulatory knowledge

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 side‑by‑side 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 problem‑solving 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 fast‑paced 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. Our people are the foundation of First American’s success and that is the reason we put them first. This philosophy has cultivated a culture of happy employees who are highly engaged, passionate about their work and leave each day feeling they have made a difference.

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