Lead Collections Specialist - ServiceMac

First American; Fort Mill (SC); On-site; USD 37,000 - 49,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid time off

Job summary

First American’s ServiceMac team seeks a Collections Team Lead to oversee daily operations, guide specialists, and ensure compliance with service levels and regulatory requirements.

The role emphasizes coaching, performance monitoring, and collaboration with management to drive improvements while handling complex customer issues and ensuring accurate documentation.

Qualifications

• High School diploma or equivalent; typically 5+ years mortgage servicing and collections experience.
• Experience coaching or leading teams in a collaborative environment.
• Strong knowledge of collections procedures and regulatory requirements (FDCPA, bankruptcy, etc.).

Responsibilities

• Lead daily team operations and prioritize workload to meet service levels.
• Perform inbound/outbound collection calls across delinquency stages.
• Handle escalated or complex customer situations including bankruptcies.
• Gather, analyze, and report collections data for management.
• Monitor performance metrics and identify improvement opportunities.
• Provide training and mentoring to specialists.
• Maintain accurate, compliant account documentation.
• Assist supervisor during absences with workflow coordination.
• Perform special projects, audits, or analyses as required.

Skills

Leadership

Coaching

Negotiation

Regulatory compliance

Communication

Time management

Mentoring

Analytical thinking

Education

High School diploma 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

Lead a team with responsibility for tactical and project outcomes in the Operations department. Work group is generally engaged in a wide variety of often complex tasks. Provide workflow management for the department, while completing similar tasks.

WHAT YOU'LL DO

• Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals.
• Perform inbound and outbound collection calls across all stages of delinquency, modeling best practices in negotiation, customer service, and compliance.
• Handle escalated or complex customer situations, including delinquency resolutions, disputes, bankruptcy‑related inquiries, and sensitive account issues.
• 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.
• Support the supervisor during absences, assisting with workflow coordination, questions, and issue resolution.
• Perform special projects, audits, or analyses as required.

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure High School diploma or equivalent Typically requires 5+ years of mortgage servicing and collections experience. Demonstrated experience in coaching, mentoring, or leading others in a collaborative environment. 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. Proven ability to negotiate payment arrangements, manage conflict, and navigate complex or sensitive customer interactions with professionalism. 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. Strong attention to detail and ability to maintain accurate, compliant documentatiion. Ability to work collaboratively and communicate effectively with individuals at all levels of the organization. Ability to assist in driving team workload, supporting training efforts, and contributing to continuous improvement initiatives.

Working hours are 10:00am-7:00pm or 11:00am-8:00pm EST, Monday-Friday.

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: $26.88 - $35.82 Hourly, Remote 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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