Customer Service Manager

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 eleven 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 DoResponsible for managing a team of Customer Service Representatives in a service-related call center and/or non-call center environment. Sets priorities of the daily operations and achieves objectives in providing outstanding customer service.The Customer Service Operations Manager is a hands-on leadership role responsible for identifying problems and trends, determining root causes, and executing solutions. The desired candidate will be responsible for ensuring call center teams are staffed to properly to ensure adequate coverage, have the necessary training and resources to successfully perform their work, and assist our Customer Operations Representatives so that they provide exceptional service to our customers. Additionally, the Customer Service Operations Manager will utilize call center data to continually improve operations and the customer experience. ServiceMac is looking for a highly organized professional with management experience who can ensure the most efficient operations of our call center.What You’ll DoProvide leadership to customer service representatives and develop growth opportunities within the Call CenterHandle administrative functions related to Human Resources, e.g., scheduling, time-off reports, performance reviews and performance management.Implement and monitor key controls and manage appropriate operational risks.Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the Call CenterEstablish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverablesExcellent verbal and written communications skillsReviewing various Call Center reports to identify coaching and performance opportunities.Ability to work hard and long when conducting research and awaiting resultsAble to react to change productively and handle other essential tasks as assignedEstablish and maintain relationships with the company’s vendors and operational support departments.Other duties, responsibilities, and job functions as assignedWhat you’ll BringBachelor’s Degree preferredHigh school diploma or GEDPrevious mortgage servicing experience is preferredVOS experience is preferred3-5 years of experience in a customer service role within mortgage, financial services, insurance, banking or fintech3 years of supervisory experience (preferably in a call center)Knowledge of mortgage lending/servicing industryMust be responsive to customer and client needs, possess a passion for quality, and have a history of strong results.Must have comprehensive understanding of call center metrics and technologies.Must have compelling communication and influencing skills to win the support of senior management and influence strategic decisions.Ability to maintain composure in a fast-paced environmentAnalytical with the ability to detect problems in workflowAbility to multitask on various items while meeting strict timelines and deadlinesPrimary HoursWorking hours are Tuesday-Friday 11 am – 8:00 p-m & Saturday, 9 am ET – 3 pm ET.Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.Pay Range: $73,900.00 - $98,500.00 AnnuallyThis hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements 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 is inclusive for all employees - not just because it's the right thing to do, but 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. #J-18808-Ljbffr