Collections Specialist - ServiceMac

First American Financial Corp.; Fort Mill (SC); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

PTO / Paid sick leave

Employee stock purchase plan

Job summary

First American Financial Corp. is seeking a Collections Specialist to perform inbound and outbound outreach for delinquent mortgage accounts, gather borrower information, and negotiate payment arrangements.

You will ensure compliance with investor, regulatory, and company requirements while maintaining detailed records and delivering professional service in a fast-paced environment. The role requires 1–3 years in mortgage service and high-volume collections, with strong communication skills and

Qualifications

• High School diploma or equivalent.
• 1–3 years of mortgage service and high‑volume collections experience.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities with attention to detail.

Responsibilities

• Perform inbound and outbound collection calls across delinquency stages.
• Research and resolve issues contributing to customer delinquency.
• Maintain accurate records of all customer interactions and activities.
• Provide exceptional service by resolving complex account issues and disputes.
• Review accounts for compliance with internal policies, investor requirements, and regulations.

Skills

Collections

Negotiation

Customer service

Communication

Time management

Education

High School diploma

Job description

Who We Are

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. 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. For more information, please visit www.careers.firstam.com.

What We Do

The Collections Specialist is responsible for performing a variety of collection activities to resolve delinquent mortgage accounts. You will conduct both inbound and outbound customer outreach, gather and analyze borrower information, negotiate payment arrangements, and ensure accounts remain compliant with investor, regulatory, and company requirements. This role requires strong judgment, problem solving skills, and the ability to navigate sensitive or difficult customer situations with professionalism. You will maintain detailed documentation, resolve escalated issues, and provide exceptional service while managing multiple priorities in a fast paced en The Collections Specialist is responsible for performing a variety of collection activities to resolve delinquent mortgage accounts. You will conduct both inbound and outbound customer outreach, gather and analyze borrower information, negotiate payment arrangements, and ensure accounts remain compliant with investor, regulatory, and company requirements. This role requires strong judgment, problem solving skills, and the ability to navigate sensitive or difficult customer situations with professionalism. You will maintain detailed documentation, resolve escalated issues, and provide exceptional service while managing multiple priorities in a fast paced environment.

WHAT YOU'LL DO

• Perform inbound and outbound collection calls across all stages of delinquency.
• Research, identify, and resolve issues contributing to customer delinquency.
• Maintain accurate and detailed records of all customer interactions and account activities.
• Provide exceptional customer service by resolving complex account issues, discrepancies, and disputes.
• Review accounts to ensure compliance with internal policies, investor requirements, and applicable regulatory standards.
• Analyze borrower financials to determine appropriate payment arrangements or retention options.

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

• High School diploma or equivalent.
• Typically requires 1–3 years of mortgage service experience and high‑volume collections experience.
• Goal‑oriented with the ability to thrive in a fast‑paced environment.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities with strong attention to detail.
• Call center experience preferred.

Knowledge, Skills, and Abilities (KSAs)

• Knowledge of collections procedures and best practices.
• Strong knowledge of state and federal Fair Debt Collection Laws, the U.S. Bankruptcy Code, and bankruptcyprocedures/regulations.
• Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes.
• Strong negotiation, active listening, and communication skills.
• Ability to analyze and interpret moderate to high‑complexity issues and make sound decisions.
• Strong problem‑solving, time‑management, and organizational skills.
• Ability to thrive in a fast‑paced, collaborative environment.
• Strong attention to detail with the ability to meet goals and deadlines.
• Ability to interact and communicate effectively with individuals at all levels of the organization.

Working hours are 11am-8p, EST with a rotating Saturday 9am-3pm EST.

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

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.