Who We AreServiceMac 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 nine 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 DoPerforms a variety of collection activities including collection calls and/or correspondence in a fast-paced goal-oriented collections department. Responsibilities include providing customer service regarding collections issues, process customer payments, process and review account adjustments, and help resolve client discrepancies.
What You'll Do
Resolve Customer Delinquency: Handle both Inbound and Outbound dialer calls interacting directly with customers to identify reasons for delinquency and determine a plan to get them back on track.
Implement Solutions: Analyze customer financial information and determine solutions to meet their needs.
Verify Information: Confirm and update contact and account details to ensure all information is accurate.
Escalate Issues: Escalate complex queries and requests to the Manager and Support Team Representatives for further action.
Maintain Records: Keep detailed and accurate records by writing clear and concise notes in our systems.
What You'll Bring
3+ years of experience in a customer facing role.
Call Center experience preferred.
Strong computer skills including all applications in Microsoft Office.
Goal oriented and able to thrive in a fast-paced environment.
Ability to manage multiple priorities with strong attention to detail.
Excellent verbal and written skills.
Experience with MSP preferred.
High School diploma
Class Start Date: Tentative April 15th
Shift: Monday - Friday 11:00am - 8:00pm ET
(10:00am - 7:00pm CT / 9:00am - 6:00pm MT / 8:00am - 5:00pm PT)
One Saturday per month with day off during week (T-Th): 9:00am - 3:00pm ET
(8:00am - 2:00pm CT / 7:00am - 1:00pm MT / 6:00am - Noon PT)
Occasional Mandatory Overtime will be necessary based on call volume.
Note: 4-week training class will be held 9:00am - 6:00pm ET
Salary Range: $18.01 - $30.02 (Hourly)
This hiring range is a good faith and reasonable estimate of the salary range of possible compensation at the time of the posting and is subject to change. The actual compensation offered will be determined by various factors, which may include a candidate's education, training, experience, and geographic location.
What We OfferBy choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also 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.
First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.
