Remote Collections Team Lead – Mortgage Servicing

First American; Georgia; On-site; USD 37,000 - 49,000; Full time

Benefits offered by this job

Health insurance

401(k)

PTO

Job summary

First American is seeking a Collections Team Lead to manage daily operations within the Mortgage Servicing department. You will direct queue activity, prioritize workload, and lead a team in calls, negotiations, and compliant resolutions.

The role emphasizes coaching, mentoring, and data-driven improvements, with emphasis on accuracy and regulatory adherence in a fast-paced environment.

Qualifications

• High School diploma or equivalent.
• Typically requires 5+ years of mortgage servicing and collections experience.
• Experience coaching, mentoring, or leading others in a collaborative environment.
• Knowledge of state and federal Fair Debt Collection laws and the U.S. Bankruptcy Code.

Responsibilities

• Lead daily team operations by monitoring queue activity and prioritizing workload to meet service levels.
• Perform inbound and outbound collection calls across delinquency stages, applying negotiation and compliance best practices.
• Handle escalated or complex customer situations, including delinquency resolutions and sensitive account issues.
• Gather, analyze, and report collections data for the supervisor and management team.
• Provide training, coaching, mentoring, and side-by-side support to specialists.
• Review and maintain accurate account documentation to ensure regulatory compliance.

Skills

Collections knowledge

Regulatory compliance

Negotiation skills

Leadership

Communication

Data analysis

Time management

Education

High School diploma

Job description

First American is seeking a Collections Team Lead to manage daily operations within the Mortgage Servicing department. You will direct queue activity, prioritize workload, and lead a team in calls, negotiations, and compliant resolutions.

The role emphasizes coaching, mentoring, and data-driven improvements, with emphasis on accuracy and regulatory adherence in a fast-paced environment.