Customer Service Front Line Supervisor-ServiceMac

Who We Are

Service Mac is a new sub‑servicing entity backed by leading practitioners of the mortgage servicing industry. Service Mac focuses 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, its offerings comprise 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 eleven consecutive years. It has also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and has been included on more than 50 regional best places to work lists.

The Customer Service Operations Manager is a hands‑on leadership role responsible for identifying problems and trends, determining root causes, and executing solutions. The role ensures call‑center teams are staffed to provide adequate coverage, have necessary training and resources, and assists Customer Operations Representatives to deliver exceptional service. The Manager will use call‑center data to continually improve operations and customer experience.

• Provide leadership to customer service representatives and develop growth opportunities within the call center.
• Handle administrative functions related to Human Resources such as scheduling, time‑off reports, performance reviews, and performance management.
• Implement and monitor key controls and manage appropriate operational risks.
• Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the call center.
• Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables.
• Excellent verbal and written communications skills.
• Review call center reports to identify coaching and performance opportunities.
• Work hard and long when conducting research and awaiting results.
• React to change productively and handle other essential tasks as assigned.
• Establish and maintain relationships with the company’s vendors and operational support departments.

• Bachelor’s Degree preferred. High school diploma or GED acceptable.
• 3–5 years of experience in a customer service role within mortgage, financial services, insurance, banking or fintech.
• 3 years of supervisory experience (preferably in a call center).
• Previous mortgage servicing experience is preferred; VOS experience is preferred.
• Knowledge of mortgage lending/servicing industry.
• Responsive to customer and client needs, passion for quality, and history of strong results.
• Comprehensive understanding of call center metrics and technologies.
• Compelling communication and influencing skills to secure senior management support and influence strategic decisions.
• Ability to maintain composure in a fast‑paced environment.
• Analytical with ability to detect problems in workflow.
• Ability to multitask on various items while meeting strict timelines and deadlines.

Working hours are Tuesday–Friday 11am – 8pm & Saturday 9am – 3pm ET.

$67,200.00 – $89,600.00 annually. This range is a reasonable estimate of the base pay for this position at the time of posting. Pay is based on job‑related knowledge, skills, experience, and business requirements.

• Medical, dental, and vision coverage.
• 401(k) plan.
• PTO and paid sick leave.
• Employee stock purchase plan.
• Other benefits and programs that support a healthy and productive workplace.

First American is an equal‑opportunity employer in every sense of the term. We embrace individuality, support it, and thrive on it. We are proud to foster an authentic and inclusive workplace for all. County of Los Angeles Fair Chance Ordinance and E‑Verify Participation Poster apply.