Collections Specialist
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Job Description
Collections Specialist resolving delinquent mortgage accounts for First American’s ServiceMac. Managing borrower outreach, payment arrangements, compliance, and escalated account issues.
Responsibilities:
- Perform inbound and outbound collection calls across all stages of delinquency
- Research, identify, and resolve issues contributing to customer delinquency
- Maintain accurate and detailed records of customer interactions and account activities
- Resolve complex account issues, discrepancies, and disputes
- Review accounts for compliance with internal policies, investor requirements, and applicable regulatory standards
- Analyze borrower financials to determine appropriate payment arrangements or retention options
- Gather and analyze borrower information
- Negotiate payment arrangements
- Resolve escalated issues and provide exceptional customer service
- Manage multiple priorities in a fast-paced environment
Requirements:
- High School diploma or equivalent
- Typically requires 1–3 years of mortgage service experience and high-volume collections experience
- Strong verbal and written communication skills
- Ability to manage multiple priorities with strong attention to detail
- Knowledge of collections procedures and best practices
- Strong knowledge of state and federal Fair Debt Collection Laws, the U.S. Bankruptcy Code, and bankruptcy procedures/regulations
- Excellent customer service skills with ability to manage conflict and negotiate successful outcomes
- Strong negotiation, active listening, and communication skills
- Ability to analyze and interpret moderate to high-complexity issues and make sound decisions
- Strong problem-solving, time-management, and organizational skills
- Ability to thrive in a fast-paced, collaborative environment
- Ability to meet goals and deadlines
- Ability to interact and communicate effectively with individuals at all levels of the organization
- Working hours of 11am–8pm EST with rotating Saturday hours of 9am–3pm EST
- Successful completion of background check, credit check, and drug screening, where permitted by applicable law
- Call center experience preferred
Benefits:
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- PTO/paid sick leave
- Employee stock purchase plan
- Inclusive workplace culture
- Equal opportunity employer
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