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First American Financial Logo First American Financial · Finance

Lead Collections Specialist

United States 26.88 - 35.82 USD / Hour · Job Posted February 05, 2026
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Job Description

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. Regarded as subject matter expert within department. Manages a wide range of difficult calls and situations. Typically, does not have supervisory responsibility but actively mentors team members. May provide input on employee performance and coordinate workflow and/or act as a SPOC specialist.

Job Responsibility

  • Gather collections data for data reporting to management
  • Regularly prepare, analyze, and present metrics/updates to management
  • Assist with the design and implementation of collection strategies, methods, and workflows
  • Research and resolve issues with escalated delinquent customers, including write-off or turn over to a collection agency
  • Special analysis and preparation as required
  • Provide training and actively mentor team members
  • Support supervisor during absences

Requirements

  • High School diploma or equivalent
  • Some college preferred
  • Typically requires 5+ years of directly related experience
  • Demonstrated leadership experience
  • Demonstrated leadership, organizational and problem-solving skills
  • Exercises confidence, sound judgment and independent decision-making skills
  • Ability to understand and execute policy and procedures
  • Excellent verbal and written skills with strong negotiation and active listening skills
  • Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes
  • Excellent knowledge of billing procedures, collections techniques, and accounts receivable
  • Able to thrive working in a fast-paced collaborative environment and manage multiple priorities
  • Strong knowledge of state and federal Fair Debt Collections Laws, US Bankruptcy Code, and bankruptcy procedures and regulations
  • Knowledge of mainframe system Oracle or other operating systems
  • Analyze and interpret complex documents to make sound decisions and recommendations
  • Able to interact and communicate with individuals at all levels of the organization
  • Drive workload, mentor and assist in training team members

What we offer

  • medical
  • dental
  • vision
  • 401k
  • PTO/paid sick leave
  • employee stock purchase plan
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