Remote Collections Team Lead - Mortgage Negotiation Expert

First American; Charlotte (NC); On-site; USD 56,000 - 75,000; Full time

Benefits offered by this job

Benefits package

Employee stock purchase plan

401k

Job summary

First American is seeking a seasoned Collections Leader to oversee a Charlotte-based operations team. You will manage daily workflows, guide agents through complex delinquency issues, and ensure compliance with regulatory standards and investor requirements.

The role emphasizes coaching, performance analytics, and cross-functional collaboration with management. A background in mortgage servicing and a proven leadership track record are essential for success.

Qualifications

• High School diploma or equivalent.
• Typically requires 5+ years of mortgage servicing and collections experience.
• Experience coaching or leading others in a collaborative environment.
• Strong knowledge of collections procedures and regulatory requirements.

Responsibilities

• 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.

Skills

Team leadership

Negotiation

Regulatory compliance knowledge

Communication skills

Analytical thinking

Time management

Education

High School diploma or equivalent

Job description

First American is seeking a seasoned Collections Leader to oversee a Charlotte-based operations team. You will manage daily workflows, guide agents through complex delinquency issues, and ensure compliance with regulatory standards and investor requirements.

The role emphasizes coaching, performance analytics, and cross-functional collaboration with management. A background in mortgage servicing and a proven leadership track record are essential for success.