Remote Customer Service Leader, Mortgage Operations

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

Benefits offered by this job

Health benefits

401k

Paid time off

Job summary

First American Financial Corporation is seeking a Customer Service Manager for a remote role within the United States. The position leads a team of customer service professionals, overseeing operations, staffing, and budgeting to deliver exceptional service across channels.

The ideal candidate will have 5-7 years in customer service with 3-5 years of management experience in mortgage-related operations, and a proven ability to drive performance, streamline processes, and support strategic

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.
• Strong capacity to communicate the function's vision and lead teams.
• Experience developing operating plans and budgets and staffing plans.

Responsibilities

• Manages first line supervisors responsible for a group of customer service reps handling inquiries via telephone, email, or other channels.
• Monitors the team’s performance on customer service duties, ensuring quality standards and productivity.
• Develops and monitors operating systems, policies, procedures, and information flow.
• Plans staffing levels and budgets; oversees HR activities including hiring, training/development and evaluating staff performance.
• Provides reports to management on department performance and metrics; participates in long-range planning and project scheduling.

Skills

Leadership

Communication

Team management

Budgeting

HR activities

Education

Bachelor's degree

Job description

First American Financial Corporation is seeking a Customer Service Manager for a remote role within the United States. The position leads a team of customer service professionals, overseeing operations, staffing, and budgeting to deliver exceptional service across channels.

The ideal candidate will have 5-7 years in customer service with 3-5 years of management experience in mortgage-related operations, and a proven ability to drive performance, streamline processes, and support strategic