Key Facts

Remote From:

Georgia (USA) , Iowa (USA) , Nevada (USA) , North Carolina (USA) , South Carolina (USA)

Category: Collector

Full time

Mid-level (2-5 years)

English

Hard Skills

Call Center Experience Organizational Structure

Other Skills

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Collections
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Negotiation
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Customer Service
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Problem Solving
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Detail Oriented
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Time Management
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Communication
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Active Listening

Roles & Responsibilities

High School diploma or equivalent
1–3 years of mortgage service experience and high‑volume collections experience
Strong verbal and written communication skills
Knowledge of collections procedures and best practices

Requirements:

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 all customer interactions and account activities
Analyze borrower financials to determine appropriate payment arrangements or retention options

First American

Financial Services

About First American

First American Financial Corporation is a premier provider of title, settlement and risk solutions for real estate transactions. With its combination of financial strength and stability built over more than 130 years, innovative proprietary technologies, and unmatched data assets, the company is leading the digital transformation of its industry. First American also provides data products to the title industry and other third parties; valuation products and services; mortgage subservicing; home warranty products; banking, trust and wealth management services; and other related products and services. First American serves home buyers and sellers, real estate professionals, loan originators and servicers, commercial property professionals, homebuilders and others involved in residential and commercial property transactions with products and services specific to their needs. With total revenue of $9.2 billion in 2021, the company offers its products and services directly and through its agents throughout the United States and abroad.

Company type: XLarge

Industry: Financial Services

Founded: 2018

Company size: 10001

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Job description

Who We Are

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. 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. For more information, please visit www.careers.firstam.com.

What We Do

The Collections Specialist is responsible for performing a variety of collection activities to resolve delinquent mortgage accounts. You will conduct both inbound and outbound customer outreach, gather and analyze borrower information, negotiate payment arrangements, and ensure accounts remain compliant with investor, regulatory, and company requirements.
This role requires strong judgment, problem solving skills, and the ability to navigate sensitive or difficult customer situations with professionalism. You will maintain detailed documentation, resolve escalated issues, and provide exceptional service while managing multiple priorities in a fast paced environment.

WHAT YOU'LL DO

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 all customer interactions and account activities.
Provide exceptional customer service by resolving complex account issues, discrepancies, and disputes.
Review accounts to ensure compliance with internal policies, investor requirements, and applicable regulatory standards.
Analyze borrower financials to determine appropriate payment arrangements or retention options.

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

High School diploma or equivalent.
Typically requires 1–3 years of mortgage service experience and high‑volume collections experience.
Goal‑oriented with the ability to thrive in a fast‑paced environment.
Strong verbal and written communication skills.
Ability to manage multiple priorities with strong attention to detail.
Call center experience preferred.

Knowledge, Skills, and Abilities (KSAs)

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 the 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.
Strong attention to detail with the ability to meet goals and deadlines.
Ability to interact and communicate effectively with individuals at all levels of the organization.

Working hours are 11am-8p, EST with a rotating Saturday 9am-3pm EST.

Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.

Pay Rate: $22.00 - $24.00 per hour

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.

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 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. 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.

Ready to apply?

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