Hiring: Lead Collections Specialist - ServiceMac Company: First American Location: Fort Mill, SC Job Posted Time: 2026-09-10 10:16:43 Employment Type: Remote About the job Experience: •5+ years of mortgage servicing and collections experience. Required Skills: •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. •Actively facilitate and support supervisor during absences, assisting with workflow coordination, questions, and issue resolution. 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. •Knowledge, Skills, And Abilities (KSAs) •In-depth knowledge of collections procedures, best practices, and regulatory requirements, including state and federal Fair Debt Collection laws. •Solid functional 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. •Demonstrated capacity to analyze and interpret moderate to complex account issues and make sound, informed decisions. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!