Mortgage Customer Service Manager — People-First Leader

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

PTO

Job summary

First American Financial Corporation is seeking a seasoned Customer Service Manager to oversee a team of customer service representatives in a mortgage-related service center. You will prioritize daily operations, manage supervision, and work with senior leadership to meet service and efficiency targets.

You will design and monitor processes, ensure staffing and training, and report on department performance while aligning with broader business goals.

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 technical title, escrow or mortgage operations

Responsibilities

• Manages first line supervisors responsible for a group of customer service reps handling inquiries via telephone, letter, fax or email.
• Monitors the team's performance on customer service tasks such as calls and requests from the public, real estate agents, or other agencies.
• Ensures staffing levels meet product/service standards and budget requirements.
• Provides reports to management on department performance and metrics.
• Participates in long-range departmental planning and operational scheduling.

Skills

Customer service

Management

Leadership

Staff supervision

Communication

Education

Bachelor's degree or equivalent

Job description

First American Financial Corporation is seeking a seasoned Customer Service Manager to oversee a team of customer service representatives in a mortgage-related service center. You will prioritize daily operations, manage supervision, and work with senior leadership to meet service and efficiency targets.

You will design and monitor processes, ensure staffing and training, and report on department performance while aligning with broader business goals.