Note: The job is a remote job and is open to candidates in USA. ServiceMac is a new sub-servicing entity focused on providing superior technology and services for the mortgage and real estate industries. The Collections Specialist is responsible for performing various collection activities to resolve delinquent mortgage accounts, conducting customer outreach, negotiating payment arrangements, and ensuring compliance with regulations.
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 all customer interactions and account activities
- Provide exceptional customer service by resolving complex account issues, discrepancies, and disputes
- Review accounts to ensure compliance with internal policies, investor requirements, and applicable regulatory standards
- Analyze borrower financials to determine appropriate payment arrangements or retention options
Skills
- High School diploma or equivalent
- Typically requires 1–3 years of mortgage service experience and high‑volume collections experience
- Goal‑oriented with the ability to thrive in a fast‑paced environment
- 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 the 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
- Strong attention to detail with the ability to meet goals and deadlines
- Ability to interact and communicate effectively with individuals at all levels of the organization
- Call center experience preferred
Benefits
- Medical
- Dental
- Vision
- 401k
- PTO/paid sick leave
- Employee stock purchase plan
Company Overview
First American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. It was founded in 1889, and is headquartered in Santa Ana, California, USA, with a workforce of 10001+ employees. Its website is http://www.firstam.com.