Customer Service Senior Manager (Remote)

Who We Are

ServiceMac 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 Do

Responsible for managing customer service operations in a service-related call center. Establishes operational objectives, processes, and procedures in providing outstanding customer service. Responsible for Call Center Metrics and Operation Results, including survey performance.

What You’ll Do

• Manages 5 – 7 Managers who are responsible for leading the daily operations of Customer Service Agents.
• Develops and oversees the application of operating systems including policies and procedures, operating structure, and information flow. Ensures work production volume meets product/service standards and exceeds quality standards.
• Develops business plan for team operations including budget development. Ensures appropriate staffing levels are met. Responsible for new hire recruiting and compensation decisions.
• Provides reports to management on department performance and metrics. Implements action plans for operational performance opportunities.
• Presents projects for management approval; approves overall solutions, designs, and cost estimates for projects. Monitors project status to assure adherence to cost, quality and schedule.
• Rolls out team initiatives and new process implementation.
• Writes and conducts employee performance reviews and provides ongoing performance feedback through coaching.
• Monitors team and agent performance collaborating with direct managers to ensure appropriate actions are taken for non-performer including termination recommendation.
• Facilitates work and problem resolution between work groups. May lead cross functional/inter-departmental projects and/or process improvement efforts.
• Develops long-range departmental planning and provides input to strategic planning. Involved in developing, modifying, and executing policies, processes that impact business unit, and may have company-wide effect.
• Implements strategic policies by leveraging best practice frameworks, methods, techniques, and evaluation criteria for obtaining results.
• Provides direction, assists with escalations, and communicates process and expectation calibrations for the onshore and offshore Call Center Vendors
  
  

What You’ll Bring

• 7-10 years of directly related experience.
• 5+ years demonstrated management experience.
• Mortgage Servicing or Financial Services experience preferred.
  
  

Salary Range: $99,700 - $166,100 (Annually)

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 Offer

By 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.