Senior 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 Sr. Collections Specialist serves as a highly skilled resource responsible for managing complex loss mitigation and collections activities. Also known as the Single Point of Contact (SPOC) within Loss Mitigation, you will act as the liaison for borrowers, guiding them through delinquency resolution and home retention or liquidation options.

You will conduct both inbound and outbound customer outreach, analyze borrower financials, negotiate payment solutions, and ensure accounts remain compliant with investor, regulatory, and company requirements. This position requires strong judgment, advanced problem solving skills, and the ability to navigate sensitive or difficult customer situations with professionalism.

As a subject matter expert, you will maintain detailed documentation, resolve escalated issues, and provide exceptional service while managing a wide range of tasks in a fast paced environment.

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.

- Serve as the primary point of contact for customers regarding loss mitigation and collections-related inquiries. - Perform outbound and inbound collection calls to resolve delinquent accounts. - Analyze borrower financials to determine eligibility for retention (forbearances, modifications) or liquidation (short sale, deed in lieu) options. - Maintain accurate and detailed records of all customer interactions and account activity. - Provide exceptional customer service by addressing and resolving complex account issues, discrepancies, and disputes. - Review accounts to ensure compliance with company policies, procedures, and regulatory requirements.

- High School diploma or equivalent - Some college preferred - Typically requires a minimum of 3 years' experience in collections, loss mitigation or mortgage servicing.

- 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 investor guidelines (FHA, VA, FNMA, FHLMC) - 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. - Able to interact and communicate with individuals at all levels of the organization.

Candidates selected for employment will be required to successfully complete a background check and credit check as a condition of employment, where permitted by applicable law.