Senior Collections Specialsit-ServiceMac

First American•Usa, SC

About The Position

ServiceMac is a sub-servicing entity backed by leading practitioners in the mortgage servicing industry, focused on providing superior technology, products, and services. We enhance security, compliance, customer satisfaction, and profitability through continuous innovation. Our inclusive, people-first culture has earned us numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years, and awards for being a best place to work for women, diversity, and LGBTQ+ employees. This role performs a variety of collection activities including collection calls, correspondence, negotiating payment plans, and maintaining records of all communication. It also involves providing customer service regarding collections issues, processing customer refunds, processing and reviewing account adjustments, and resolving client discrepancies. The specialist will have a substantial understanding of the job, function, and products, applying knowledge and skills to complete a wide range of tasks. They will demonstrate excellent judgment and resolve difficult calls and situations, potentially acting as a subject matter expert or SPOC specialist.

Requirements

High School diploma or equivalent
Typically requires 4 -7 years of high-volume commercial collections experience.
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.
Strong knowledge of state and federal Fair Debt Collections Laws, US Bankruptcy Code, and bankruptcy procedures and regulations.
Able to analyze and interpret complex documents to make sound decisions and recommendations.
Experience with mainframe system Oracle or related operating systems.
Able to interact and communicate with individuals at all levels of the organization.

Nice To Haves

Some college preferred

Responsibilities

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.
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.