[Hiring] Lead Collections Specialist @First American

Role Description

Lead a team with responsibility for tactical and project outcomes in the Operations department. Work group is generally engaged in a wide variety of often complex tasks. Provide workflow management for the department, while completing similar tasks.

• Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals.
• Perform inbound and outbound collection calls across all stages of delinquency, modeling best practices in negotiation, customer service, and compliance.
• Handle escalated or complex customer situations, including delinquency resolutions, disputes, bankruptcy-related inquiries, and sensitive account issues.
• 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.
• Support the supervisor during absences, assisting with workflow coordination, questions, and issue resolution.
• Perform special projects, audits, or analyses as required.

Qualifications

• High School diploma or equivalent.
• Typically requires 5+ years of mortgage servicing and collections experience.
• Demonstrated experience in coaching, mentoring, or leading others in a collaborative environment.

Requirements

• Strong understanding of collections procedures, best practices, and regulatory requirements, including state and federal Fair Debt Collection laws.
• Working knowledge of the U.S. Bankruptcy Code and related bankruptcy procedures and regulations.
• Proven ability to negotiate payment arrangements, manage conflict, and navigate complex or sensitive customer interactions with professionalism.
• Demonstrated leadership, coaching, and mentoring skills with the ability to guide others toward improved performance.
• Strong verbal and written communication skills with effective active listening and problem‑solving abilities.
• Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions.
• Excellent time management and organizational skills, with the ability to handle multiple priorities in a fast‑paced environment.
• Strong attention to detail and ability to maintain accurate, compliant documentation.
• Ability to work collaboratively and communicate effectively with individuals at all levels of the organization.
• Ability to assist in driving team workload, supporting training efforts, and contributing to continuous improvement initiatives.
• Working hours are 10:00am-7:00pm or 11:00am-8:00pm EST, Monday-Friday.
• Candidates selected for employment will be required to successfully complete a background check and credit check as a condition of employment, where permitted by applicable law.

Benefits

• Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave.
• Employee stock purchase plan.