Senior Collections Operations Supervisor – ServiceMac

🔥 21 hours 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

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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First American

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1889

🏠 Real Estate

💸 Finance

🏢 Enterprise

Real Estate • Finance • Enterprise

First American is a historical company that has been operating since 1889, evolving into a $9 billion organization with over 20,000 employees and more than 700 offices worldwide. The company provides a range of products and services that assist homebuyers, sellers, businesses, and investors in the real estate market. With a strong focus on employee engagement and culture, First American emphasizes innovation, technology, and community involvement, driving transformation within the real estate industry.

📋 Description

• Lead the 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 • Coach and develop SPOCs to provide exceptional service, maintain detailed documentation, and guide borrowers through home retention or liquidation options • Oversee borrower engagement strategies • Monitor team performance metrics, analyze trends, and identify improvement opportunities • Provide training, coaching, mentoring, and side-by-side support • Conduct performance evaluations, provide feedback, and establish development plans • Support hiring and onboarding by participating in interviews and selection activities • 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 • 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 • Ability to handle multiple priorities in a fast-paced environment • 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