Senior Collections Specialist

Job Description

Overview

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 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.

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.

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.

Responsible for collection of highly complex/difficult accounts and situations.

Provide specialized collection work, gathering detailed financial information and negotiating resolutions.

Assist team members with difficult or complex accounts and situations, utilizing technical knowledge of collections, procedural guidelines, and industry knowledge.

Prepare weekly and monthly updates and status reports of outstanding delinquencies.

Provides financial counseling to discuss and resolve debt situation within established limits.

Required Education, Experience, Certification/Licensure

High School diploma or equivalent

Some college preferred

Typically requires 4 -7 years of high-volume commercial collections experience.

Preferred Qualifications

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 billing procedures, collections techniques, and accounts receivable.
Able to thrive working in a fast-paced collaborative environment and manage multiple priorities.
Strong computer skills including Microsoft Office applications.
Able to analyze and interpret complex documents to make sound decisions and recommendations.
Experience with mainframe system Oracle or related operating systems.

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