Senior Collections Specialist - ServiceMac

Who We Are

Service Mac is a new sub‑servicing entity backed by some of the leading practitioners of the mortgage servicing industry.

Service Mac 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.

What We Do

Performs a variety of collection activities including collection calls, correspondence, negotiating payment plans, and maintaining records of all communication.

Provides customer service regarding collections issues, processes customer refunds, processes and reviews account adjustments, and resolves client discrepancies.

Has substantial understanding of the job / function / products and applies knowledge and skills to complete a wide range of tasks.

Demonstrates excellent judgement and resolves difficult calls and situations.

May be viewed as a subject matter expert on a variety of tasks and/or act as a SPOC specialist.

• How You’ll Contribute
• Responsible for collection of highly complex/difficult accounts and situations.
• Provide specialized collection work, gathering detailed financial information and negotiating resolutions.
• Assist team members with difficult or complex accounts and situations, utilizing technical knowledge of collections, procedural guidelines, and industry knowledge.
• Prepare weekly and monthly updates and status reports of outstanding delinquencies.
• Provides financial counseling to discuss and resolve debt situation within established limits.
• What You’ll Bring
• High School diploma or equivalent
• Some college preferred
• Typically requires 4 -7 years of high‑volume commercial collections experience.
• Knowledge, Skills, and Abilities (KSAs)
• Excellent verbal and written skills with strong negotiation and active listening skills.
• Problem solving, time management, and organizational skills.
• Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes.
• Strong attention to detail
• Strong knowledge of billing procedures, collections techniques, and accounts receivable.
• Able to thrive working in a fast‑paced collaborative environment and manage multiple priorities.
• Strong computer skills including Microsoft Office applications.
• Strong knowledge of state and federal Fair Debt Collections Laws, US Bankruptcy Code, and bankruptcy procedures and regulations.
• Able to analyze and interpret complex documents to make sound decisions and recommendations.
• Experience with mainframe system Oracle or related operating systems.
• Able to interact and communicate with individuals at all levels of the organization.

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

We are proud to foster an authentic and inclusive workplace for all. 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.

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