About this Collections Specialist - ServiceMac role at First American
Who We Are
ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.What We Do
The Collections Specialist is responsible for performing a variety of collection activities to resolve delinquent mortgage accounts. You will conduct both inbound and outbound customer outreach, gather and analyze borrower information, negotiate payment arrangements, and ensure accounts remain compliant with investor, regulatory, and company requirements.This role requires strong judgment, problem solving skills, and the ability to navigate sensitive or difficult customer situations with professionalism. You will maintain detailed documentation, resolve escalated issues, and provide exceptional service while managing multiple priorities in a fast paced en
The Collections Specialist is responsible for performing a variety of collection activities to resolve delinquent mortgage accounts. You will conduct both inbound and outbound customer outreach, gather and analyze borrower information, negotiate payment arrangements, and ensure accounts remain compliant with investor, regulatory, and company requirements.
This role requires strong judgment, problem solving skills, and the ability to navigate sensitive or difficult customer situations with professionalism. You will maintain detailed documentation, resolve escalated issues, and provide exceptional service while managing multiple priorities in a fast paced environment.
WHAT YOU'LL DO
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.
WHAT YOU'LL BRING
Required Education, Experience, Certification/Licensure
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.
Call center experience preferred.
Knowledge, Skills, and Abilities (KSAs)
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.
Working hours are 11am-8p, EST with a rotating Saturday 9am-3pm EST.
Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.
This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
