Mortgage Servicing Ops Leader

First American Financial Corporation; Oregon; Hybrid; USD 67,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

PTO / paid sick leave

Employee stock purchase plan

Job summary

First American Financial Corporation seeks a Customer Service Manager to lead a team of first-line supervisors in a busy service center, ensuring timely, quality responses to inquiries from customers, agents, and partners.

You will develop staffing plans, manage budgets, report department performance, and coordinate with other functional areas to meet company objectives. A Bachelor's degree and 5–7 years in customer service with 3–5 years of management experience are required.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5–7 years of experience in customer service.
• 3–5 years of management experience in mortgage operations.
• Demonstrated success establishing, leading and maintaining effective working relationships at the Department Management level.

Responsibilities

• Manage first-line supervisors handling customer service inquiries via phone, letter, fax or email.
• Monitor team performance against service standards and quality metrics.
• Develop and monitor operating policies and procedures, staffing, and information flow.
• Approve HR activities including hiring, training, and evaluating staff.
• Participate in long-range departmental planning and resource scheduling.

Skills

Customer service management

Budgeting

Staff development

Communication

Cross-functional collaboration

Education

Bachelor's degree or equivalent combination of education and experience

Job description

First American Financial Corporation seeks a Customer Service Manager to lead a team of first-line supervisors in a busy service center, ensuring timely, quality responses to inquiries from customers, agents, and partners.

You will develop staffing plans, manage budgets, report department performance, and coordinate with other functional areas to meet company objectives. A Bachelor's degree and 5–7 years in customer service with 3–5 years of management experience are required.