Lead Collections Specialist - ServiceMac
Core
Lead a team of collections specialists to manage delinquency resolution, customer negotiations, and operational workflows for mortgage accounts.
Role type
Lead Collections Specialist (Team Lead)
Builds
Collections operations and delinquency resolution workflows
Domain
Mortgage servicing and debt collection
Deliverable
client delivery
Required skills
Collections procedures, negotiation, conflict management, team leadership, regulatory compliance (Fair Debt Collection laws, U.S. Bankruptcy Code), data analysis, account documentation review
Preferred skills
Coaching and mentoring, workflow management, continuous improvement initiatives
Technologies
Collections systems, reporting tools
Responsibilities
Monitor queue activity and prioritize workload to meet service levels; perform inbound/outbound collection calls and handle escalated customer situations; gather and report collections data; coach and mentor team members; review account documentation for accuracy and compliance; support supervisor with workflow coordination.
Seniority
Senior, hands-on IC with team leadership
