Collections Operations Supervisor -ServiceMac

First American•Usa, SC

About The Position

The Collections Supervisor leads the daily operations of the Collections team, providing strategic direction, oversight, and leadership to ensure effective performance, compliance, and customer-focused outcomes. This role is responsible for supervising Collections specialists, managing escalated or high-risk collection situations, and driving results aligned with organizational goals. As a senior subject matter expert, the Collections Supervisor oversees performance management, operational reporting, workflow planning, and continuous process improvement. The Supervisor ensures adherence to investor, regulatory, and company standards while fostering a high-performing, accountable, and professional collections environment. Through coaching, development, and leadership, this role sets expectations, supports career growth, and ensures the team consistently delivers quality results.

Requirements

Bachelor’s degree or equivalent combination of education and experience
3-5 years of mortgage servicing and collections experience
2+ years demonstrated experience in a lead or supervisory role
Strong understanding of collections procedures, best practices, and regulatory requirements, including state and federal Fair Debt Collection laws.
Working knowledge of the U.S. Bankruptcy Code and related bankruptcy procedures and regulations.
Demonstrated leadership, coaching, and mentoring skills with the ability to guide others toward improved performance.
Strong verbal and written communication skills with effective active listening and problem‑solving abilities.
Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions.
Excellent time management and organizational skills, with the ability to handle multiple priorities in a fast‑paced environment.
Candidates selected for employment will be required to successfully complete a background check and credit check as a condition of employment, where permitted by applicable law.

Responsibilities

Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals.
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.
Conduct annual performance reviews and deliver ongoing performance evaluations, providing clear, constructive feedback while setting goals aligned with individual development and business objectives.
Support hiring and onboarding efforts by participating in candidate interviews, assessing skills and cultural fit, and contributing to the selection and successful integration of new collections talent.
Perform special projects, audits, or analyses as required.