Lead Collections Specialist (Mortgage Servicing)

Location: Remote within the United States; Fort Mill, South Carolina. Working hours are 10:00am–7:00pm or 11:00am–8:00pm EST, Monday–Friday.

Pay: $26.88–$35.82 per hour.

Company

hirify.global's ServiceMac is a mortgage sub-servicing business providing technology, products, and services for the mortgage and real estate industries.

What you will do

• Lead daily team operations, monitor queue activity, and prioritize workloads against service-level and performance goals.
• Conduct inbound and outbound collection calls across all delinquency stages while applying negotiation, customer service, and compliance best practices.
• Resolve escalated and complex customer situations, including disputes, delinquency resolutions, bankruptcy inquiries, and sensitive account issues.
• Analyze and report collections data, monitor performance metrics, identify trends, and recommend improvements.
• Train, coach, mentor, and support collections specialists on procedures, systems, and compliance requirements.
• Maintain accurate account documentation and support workflow coordination, audits, and special projects.

Requirements

• High school diploma or equivalent.
• Typically 5+ years of mortgage servicing and collections experience.
• Experience coaching, mentoring, or leading others in a collaborative environment.
• Strong knowledge of collections procedures, Fair Debt Collection laws, and regulatory requirements.
• Working knowledge of the U.S. Bankruptcy Code and related procedures.
• Strong negotiation, communication, analytical, organizational, and problem-solving skills.

Culture & Benefits

• Inclusive, people-first workplace focused on individuality and equal opportunity.
• Benefits may include medical, dental, and vision coverage, 401(k), PTO, and paid sick leave.
• Additional benefits include an employee stock purchase plan.
• Employment is conditional on successfully completing background and credit checks where permitted by law.