Customer Service Manager - REMOTE

First American; Fort Mill (SC); Remote; USD 67,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

PTO / paid sick leave

Employee stock purchase plan

Job summary

First American is seeking a seasoned leader to manage a team of Customer Service Representatives in a mortgage servicing environment. You will oversee a group handling inquiries via telephone, email and other channels, ensuring high-quality service and adherence to policies and KPIs.

Responsibilities include supervising supervisors, managing staffing and budgets, and delivering performance reports to senior management.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5-7 years of experience in customer service.
• 3-5 years demonstrated management experience in mortgage operations.
• Strong leadership and communication skills.

Responsibilities

• Supervises a team of customer service representatives and first-line supervisors.
• Monitors performance across calls, inquiries, and escrow-related requests.
• Develops and enforces policies, procedures, and information flow.
• Prepares management reports on department performance and metrics.
• Participates in budget planning and staffing decisions.
• Directs HR activities including hiring, training, and staff development.

Skills

Project management

Leadership

Communication

Cross-functional collaboration

Change management

Education

Bachelor's degree

Job description

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 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 Do

Responsible 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.

Essential Functions

• Manages first line supervisors that are responsible for managing a group of customer service reps that handle customer service inquiries and problems via telephone, letter, fax or email.
• Monitors the team's performance on a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies. Types of requests may depend on the business segment (e.g. escrow branches will deal with escrow-related calls).
• Develops and monitors 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.
• May develop business plan for team operations including budget development. Ensures appropriate staffing levels are met. Provides reports to management on department performance and metrics.
• Approves HR activities including hiring, training/development and evaluating staff performance.
• Participates in long-range departmental planning and provides input to operational decisions and to clarify or modify project plans, and/or schedule requirements.

Job Complexities & Impact

• Works on a diverse range of problems of moderate scope where analysis of situations or data requires evaluation of a variety of factors and an understanding of current business and trends.
• Exercises judgment within generally defined practices and policies in determining objectives and approaches to project completion.
• Erroneous decisions or failure to achieve goals results in additional costs and personnel, and serious delays in overall schedules.
• Interacts with Management and peers in other departments for purposes of gaining cooperation, exchanging technical information, and presenting project plans and reports.
• Accountable to Senior Management to ensure appropriate use of financial resources.

Supervision Received or Extended

• Manages work activities and operations of a large functional area or department.
• Provides direct supervision to non-exempt and exempt employees.
• Provides input to and may develop operational plans and works with Senior Management to ensure that plans are integrated with broader strategies.
• Receives assignments in the form of objectives, establishes goals, and assigns resources to meet schedules and goals.
• Work is reviewed in terms of meeting product, project, or operational objectives, quality, schedules and budgets.

Knowledge and Skills/Technology Used

• Successful track record designing, developing, and executing complex projects in area of functional expertise.
• Ability to establish and maintain effective working relationships at the Management level across functional groups and business units. Adeptness to influence the thinking of, or gain acceptance from others in sensitive situations, using influence and preventing damage to the relationships.
• Strong capacity to communicate the function's vision and the department's direction and set aligned goals. Provides resources and creates systems to measure results. Familiar with competitor, financial and industry dynamics.
• Actively recruits, retains and develops talent and holds employees accountable for results. Leads change, manages conflict and fosters collaboration.
• Drives and models customer loyalty, manages customer expectations, solicits customer feedback and ensures commitments are met.
• Provides others with reliable information and delivers informative and persuasive presentations. Uses good listening skills and negotiates effectively.
• Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business.
• High level of business acumen, strategic agility, ability to develop others, and influence change.

Typical Education

• Bachelor's degree or equivalent combination of education and experience

Typical Range of Experience

• 5-7 years of experience in customer service
• 3-5 years demonstrated management experience in technical title, escrow or mortgage operations
• Demonstrated success establishing, leading and maintaining effective working relationships at the Department Management level

Pay Range: $67,200.00 - $89,600.00 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 Offer

By 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.