Strategic Collections Operations Leader

First American; Charlotte (NC); On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Stock purchase plan

PTO

Job summary

First American is seeking a Collections Supervisor to lead the daily operations of the Collections team in Charlotte, ensuring compliance and customer-focused outcomes. The role oversees specialists, manages escalations, and drives performance aligned with company goals.

The candidate should have 3–5 years in mortgage servicing/collections and 2+ years in a lead role, with strong leadership and communication skills. A background check and credit check will be required.

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 service levels and goals.
• Gather, analyze, and report collections data for updates to management.
• Monitor performance metrics, identify trends, and recommend improvement strategies.
• Provide training, coaching, mentoring, and support to new and existing specialists.
• Review and maintain detailed account documentation ensuring accuracy and compliance.
• Conduct annual performance reviews and provide constructive feedback with development goals.
• Assist in hiring and onboarding by participating in interviews and evaluating fit.
• Perform special projects, audits, or analyses as required.

Skills

Leadership

Coaching

Regulatory knowledge

Analytical skills

Communication skills

Team management

Strategic direction

Education

Bachelor's degree or equivalent

Job description

First American is seeking a Collections Supervisor to lead the daily operations of the Collections team in Charlotte, ensuring compliance and customer-focused outcomes. The role oversees specialists, manages escalations, and drives performance aligned with company goals.

The candidate should have 3–5 years in mortgage servicing/collections and 2+ years in a lead role, with strong leadership and communication skills. A background check and credit check will be required.