Customer Service Operations Manager - ServiceMac

Who We Are

Service Mac is a new sub‑servicing entity backed by some of the leading practitioners of the mortgage servicing industry. Service Mac 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 eleven 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.

Responsible for managing a team of Customer Service Representatives in a service-related call center and/or non‑call center environment. Sets priorities of the daily operations and achieves objectives in providing outstanding customer service.

The Customer Service Operations Manager is a hands‑on leadership role responsible for identifying problems and trends, determining root causes, and executing solutions. The desired candidate will be responsible for ensuring call center teams are staffed to properly to ensure adequate coverage, have the necessary training and resources to successfully perform their work, and assist our Customer Operations Representatives so that they provide exceptional service to our customers.

Additionally, the Customer Service Operations Manager will utilize call center data to continually improve operations and the customer experience. Service Mac is looking for a highly organized professional with management experience who can ensure the most efficient operations of our call center.

• Provide leadership to customer service representatives and develop growth opportunities within the Call Center
• Handle administrative functions related to Human Resources, e.g., 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
• Reviewing various Call Center reports to identify coaching and performance opportunities.
• Ability to work hard and long when conducting research and awaiting results
• Able to react to change productively and handle other essential tasks as assigned
• Establish and maintain relationships with the company’s vendors and operational support departments.
• Other duties, responsibilities, and job functions as assigned

• Bachelor’s Degree preferred
• High school diploma or GED
• Previous mortgage servicing experience is preferred
• VOS experience is preferred
• 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)
• Knowledge of mortgage lending/servicing industry
• Must be responsive to customer and client needs, possess a passion for quality, and have a history of strong results.
• Must have comprehensive understanding of call center metrics and technologies.
• Must have compelling communication and influencing skills to win the support of senior management and influence strategic decisions.
• Ability to maintain composure in a fast‑paced environment
• Analytical with the ability to detect problems in workflow
• Ability to multitask on various items while meeting strict timelines and deadlines

Working hours are Tuesday-Friday 11 am – 8:00 p‑m & Saturday, 9 am ET – 3 pm ET.

Candidate selection will require successfully completing a background check, credit check and drug screening as a condition of employment,…