Collections Specialist

First American

Collections Specialist resolving delinquent mortgage accounts for First American’s ServiceMac. Managing borrower outreach, payment arrangements, compliance, and escalated account issues.

Posted 8/19/2026full-timeRemote • South Carolina • 🇺🇸 United StatesJunior💰 $18 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in mortgage service and high-volume collections, with a strong focus on compliance with Fair Debt Collection Laws and effective negotiation skills. Capable of analyzing borrower financials and resolving complex account issues while providing exceptional customer service.

Highest-signal resume keywords

Mortgage Service ExperienceHigh-Volume Collections ExperienceKnowledge of Fair Debt Collection LawsStrong Negotiation SkillsCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Collections ProceduresAccount AnalysisPayment Arrangement NegotiationConflict ResolutionRegulatory Compliance

Soft Skills

Strong Verbal CommunicationAttention to DetailProblem-SolvingTime ManagementOrganizational Skills

Certifications & Qualifications

High School Diploma or Equivalent

Industry Keywords

Delinquency ManagementCall Center ExperienceU.S. Bankruptcy CodeCustomer InteractionFast-Paced Environment

About the role

Key responsibilities & impact

Perform inbound and outbound collection calls across all stages of delinquency
Research, identify, and resolve issues contributing to customer delinquency
Maintain accurate and detailed records of customer interactions and account activities
Resolve complex account issues, discrepancies, and disputes
Review accounts for compliance with internal policies, investor requirements, and applicable regulatory standards
Analyze borrower financials to determine appropriate payment arrangements or retention options
Gather and analyze borrower information
Negotiate payment arrangements
Resolve escalated issues and provide exceptional customer service
Manage multiple priorities in a fast-paced environment

Requirements

What you’ll need

High School diploma or equivalent
Typically requires 1–3 years of mortgage service experience and high-volume collections experience
Strong verbal and written communication skills
Ability to manage multiple priorities with strong attention to detail
Knowledge of collections procedures and best practices
Strong knowledge of state and federal Fair Debt Collection Laws, the U.S. Bankruptcy Code, and bankruptcy procedures/regulations
Excellent customer service skills with ability to manage conflict and negotiate successful outcomes
Strong negotiation, active listening, and communication skills
Ability to analyze and interpret moderate to high-complexity issues and make sound decisions
Strong problem-solving, time-management, and organizational skills
Ability to thrive in a fast-paced, collaborative environment
Ability to meet goals and deadlines
Ability to interact and communicate effectively with individuals at all levels of the organization
Working hours of 11am–8pm EST with rotating Saturday hours of 9am–3pm EST
Successful completion of background check, credit check, and drug screening, where permitted by applicable law
Call center experience preferred

Benefits

Comp & perks

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