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 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.
What We Do
Lead a team with responsibility for tactical and project outcomes in the Operations department. Work group is generally engaged in a wide variety of often complex tasks. Provide workflow management for the department, while completing similar tasks.
WHAT YOU'LL DO
- Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals.
- Perform inbound and outbound collection calls across all stages of delinquency, modeling best practices in negotiation, customer service, and compliance.
- Handle escalated or complex customer situations, including delinquency resolutions, disputes, bankruptcy-related inquiries, and sensitive account issues.
- Gather, analyze, and report collections data, preparing regular updates for the Collections Supervisor and management team.
- Assist in monitoring team performance metrics, identifying trends or gaps, and recommending strategies for improvement.
- Provide training, coaching, mentoring, and side‑by‑side support to new and existing specialists, including refreshers on procedures, systems, and compliance requirements.
- Review and maintain detailed account documentation, ensuring accuracy, completeness, and adherence to investor and regulatory requirements.
- Support the supervisor during absences, assisting with workflow coordination, questions, and issue resolution.
- Perform special projects, audits, or analyses as required.
WHAT YOU'LL BRING
Required Education, Experience, Certification/Licensure
Pay Range: $26.88 - $35.82 Hourly, RemoteThis 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.
By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but 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.
is an equal opportunity employer in every sense of the term.Based on eligibility,
offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.