Mortgage Collections Operations Leader

First American; Iowa (LA); On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

PTO / paid leave

Employee stock purchase plan

Job summary

First American is seeking a Collections Supervisor to lead the daily operations of the Collections team, ensuring compliance and delivering customer-focused outcomes. You will supervise specialists, manage escalated cases, and drive results aligned with company goals.

The role requires a Bachelor’s degree (or equivalent) and 3–5 years in mortgage servicing with at least 2 years in a leadership position. Strong regulatory knowledge and leadership skills are essential.

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 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.

Skills

Collections procedures

Regulatory compliance

Leadership

Verbal & written communication

Problem solving

Time management

Education

Bachelor's degree or equivalent

Job description

First American is seeking a Collections Supervisor to lead the daily operations of the Collections team, ensuring compliance and delivering customer-focused outcomes. You will supervise specialists, manage escalated cases, and drive results aligned with company goals.

The role requires a Bachelor’s degree (or equivalent) and 3–5 years in mortgage servicing with at least 2 years in a leadership position. Strong regulatory knowledge and leadership skills are essential.