Customer Service Senior Manager (remote)

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<div class="isg-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 ten 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

Manages the day-to-day functions and operations of one or more Service Operations departments focused on customer interactions and experiences to achieve established company objectives. Teams tend to be larger or multi-functional. Participates in developing, interpreting, and implementing policies and procedures for the organization. Ensures employee conformance to established practices and proper training of staff. Plan, forecast, and ensure the effective and on time delivery of service to its customer base. Coaches and mentors subordinate staff for maximum success.

HOW YOU’LL CONTRIBUTE

• Manages a team of operation representatives and/or supervisors responsible for effectively handling customer facing/service-related issues. Coaches, mentors, and manages performance of the team.
• Develop employees’ skills by providing a clear understanding of performance expectations through coaching, mentoring, and accountability of staff.
• Develop and monitor department procedures and quality control guidelines.
• Ensures department work production volume meets or exceeds product/service and quality standards.
• Develop target initiatives which improve the profitability of service operations, including evaluations of product and/or services cost.
• Provides reports to Senior Management on department performance and metrics.
• Resolve escalated claim issues for customers.
• Maintain long term staffing plan.
• Establish and track key performance indicators.
• Strategically identify and recommend business process improvements.
• Other duties as assigned

WHAT YOU’LL BRING

Required education, experience, Certification/Licensure

• Bachelor’s degree or equivalent combination of education and experience
• 5-7 years of directly related experience
• 3-5 years demonstrated experience in a supervisory or management role.
• Fully knowledgeable of product and assigned functional area(s).
• Demonstrated success establishing, leading, and maintaining effective working relationships at the Department Management level.

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Analytical and time management skills
• Strong audit and investigative skills to understand business challenges
• In depth understanding of products and services supported
• Excellent verbal and written communication skills
• High stress tolerance and resiliency
• Strong negotiation, problem solving, conflict resolution, and mediation skills
• Solid organizational skills with the ability to multitask, prioritize and follow up
• Strong attention to detail and the ability to adjust quickly to a changing environment
• Strong knowledge of Microsoft Office with emphasis on MS Excel
• Ability to balance the demands from internal and external sources
• Strong leadership skills and coaching abilities
• Ability to travel and flexibility in scheduling

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 celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also 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.
First American invests in its employees’ development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.

 

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