Collections Specialist

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac 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 ten 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.

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. This level requires a solid understanding of functional tasks. Assistance may be required from more experienced team members. Resolves a wide range of calls and issues.

How You'll Contribute

• Responsible for collection of medium to complex/difficult accounts and situations.
• Research and resolve issues with delinquent customers, collecting information on status and reason for delinquency.
• Prepare justification packages to management regarding possible further action such as write-off, turn over to a collection agency or SPOC specialist.
• Prepare weekly and monthly updates and status reports of outstanding delinquencies for assigned accounts.
• Prepare and mail delinquent invoices to customers.

What You'll Bring

Required Education, Experience, Certification/Licensure

• High School diploma or equivalent
• Typically requires 3-5 years of high-volume commercial collections experience.
• Business to Business collections experience

Knowledge, Skills and Abilities (KSAs)

• Knowledge of billing and collections procedures.
• Knowledge of accounts receivable preferred.
• Knowledge of State and Federal Fair Debt Collections Laws, US Bankruptcy Code, and bankruptcy procedures and regulations.
• Excellent customer service skills and the ability to manage conflict and negotiate successful outcomes.
• Must be able to analyze and interpret medium to high complexity documents to make sound decisions and recommendations.
• Able to organize, plan and prioritize work
• Proficient in time management.
• Able to thrive on working in a fast-paced environment, prefer managing multiple priorities within a high-energy, collaborative, fast moving environment.
• Strong computer skills including all applications in Microsoft Office.
• Excellent verbal and written skills.
• Strong attention to detail, goal oriented.
• Experience with mainframe system Oracle preferred.

Job Complexities and Impact

• Accounts assigned at this level are less complex in nature and work associated is more general in nature.
• Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.
• Creativity is encouraged.

Supervision Received or Extended

• No responsibility for the supervision of others.
• Works under general supervision applying well established techniques, procedures, or specific standards. 

The pay range for this role is $37,475.00 - $49,975.00

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.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. 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.