Senior Collections Operations Supervisor

🔥 2 minutes ago

🌾 Iowa, North Carolina, +1 more states – Remote

🌾 Iowa – Remote 🌲 North Carolina – Remote 🌴 South Carolina – Remote

💵 $64.3k - $85.7k / year

⏰ Full Time

🟠 Senior

📞 Collections

👻 Ghost score 0%

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First American

WebsiteLinkedInAll Job Openings

10,000+ employees

🏠 Real Estate

🛡️ Insurance

🏦 Banking

💰 $450M Post-IPO Debt - First American on 2024-09

Real Estate • Insurance • Banking

First American is a leading provider of title insurance, settlement services and real estate transaction services that helps protect property ownership and facilitate real estate closings. The company also offers mortgage lender and servicer solutions, nationwide real estate data products (including DataTree), home warranty and insurance, and wealth management and banking services. First American provides eClosing and fraud-protection tools, property-centric datasets covering the U. S. , and both residential and commercial title and escrow services, positioning it at the intersection of real estate, insurance, and financial services.

📋 Description

• Lead daily operations of the Single Point of Contact (SPOC) team within Loss Mitigation • Provide strategic direction, oversight, and leadership to ensure effective borrower engagement, delinquency resolution, and compliance-driven outcomes • Supervise Sr. Collections Specialists (SPOCs) • Manage escalated or complex borrower situations • Ensure delivery of retention and liquidation solutions aligned with investor, regulatory, and company requirements • Oversee performance management, operational reporting, workflow planning, and continuous process improvement • Ensure adherence to investor guidelines, regulatory requirements, and internal policies • Foster a high-performing, customer-focused, and accountable environment • Oversee borrower engagement strategies and act as the primary point of contact for loss mitigation and collections-related inquiries • Monitor team performance metrics, analyze trends, and identify opportunities for improved borrower outcomes, operational efficiency, and compliance adherence • Provide training, coaching, mentoring, and side-by-side support to SPOCs • Conduct performance evaluations, deliver feedback, and establish development plans • Participate in candidate interviews and support hiring and onboarding • Drive continuous process improvement initiatives • Perform special projects, quality reviews, or analyses as required

🎯 Requirements

• Bachelor’s degree or equivalent combination of education and experience • 3-5 years of experience in collections, loss mitigation or mortgage servicing • 2+ years demonstrated experience in a lead or supervisory role • Strong knowledge of loss mitigation processes, collections strategies, and borrower assistance programs • Advanced understanding of investor guidelines (FHA, VA, FNMA, FHLMC) • Strong knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and related regulations • Demonstrated leadership, coaching, and mentoring skills • Excellent 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 • Successful completion of a background check and credit check as a condition of employment, where permitted by applicable law

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 401k • PTO/paid sick leave • Employee stock purchase plan • Inclusive workplace culture • Equal opportunity employment