Senior Collections Operations Lead

First American; United States; Remote; USD 64,000 - 86,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

PTO

Paid sick leave

Employee stock purchase plan

Job summary

First American is seeking a Collections Supervisor to lead the daily operations of the Collections team and provide strategic direction to ensure effective performance, regulatory compliance, and customer‑focused outcomes.

The role involves supervising collections specialists, managing escalated or high‑risk situations, and driving improvements in processes and documentation while maintaining a compliant, high‑performing environment. Strong leadership and communication are essential.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 3-5 years of mortgage servicing and collections experience.
• 2+ years demonstrated experience 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

Leadership

Communication

Regulatory knowledge

Time management

Analytical skills

Problem solving

Education

Bachelor's degree or equivalent

Mortgage servicing experience

Supervisory experience

Job description

First American is seeking a Collections Supervisor to lead the daily operations of the Collections team and provide strategic direction to ensure effective performance, regulatory compliance, and customer‑focused outcomes.

The role involves supervising collections specialists, managing escalated or high‑risk situations, and driving improvements in processes and documentation while maintaining a compliant, high‑performing environment. Strong leadership and communication are essential.