Collections Specialist - ServiceMac

Who We Are Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. 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. For more information, please visit www.careers.firstam.com. 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. Pay Range: $18.46 - $24.63 Hourly 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. What We Offer By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.