Mortgage Services Customer Experience Leader

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

Job summary

First American is seeking a people-focused Manager of Customer Service to lead a team of supervisors and reps in a mortgage servicing context. You will set priorities, drive performance, and ensure top-tier service quality.

The role requires strong leadership, strategic planning, and experience overseeing customer service in mortgage operations, with emphasis on collaboration across departments and adherence to regulatory standards.

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.

Responsibilities

• Manages first line supervisors responsible for customer service reps handling inquiries via phone, email, or mail.
• Monitors performance on customer service duties and ensures quality and productivity standards.
• Develops and applies operating systems, policies, procedures, and information flow to meet service goals.
• Plans department scope including budgeting and staffing; reports to management on performance metrics.
• Approves HR activities including hiring, training and evaluating staff.
• Participates in long-range planning and coordinates project plans and schedules.

Skills

Leadership

Customer service

Communication

Budgeting

Education

Bachelor’s degree

Job description

First American is seeking a people-focused Manager of Customer Service to lead a team of supervisors and reps in a mortgage servicing context. You will set priorities, drive performance, and ensure top-tier service quality.

The role requires strong leadership, strategic planning, and experience overseeing customer service in mortgage operations, with emphasis on collaboration across departments and adherence to regulatory standards.