Customer Service Operations Manager

🔥 10 minutes ago

🌾 Iowa, Nevada, +2 more states – Remote

🌾 Iowa – Remote 🎰 Nevada – Remote 🌲 North Carolina – Remote 🌴 South Carolina – Remote

💵 $73.9k - $98.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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First American

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1889

🏠 Real Estate

💸 Finance

🏢 Enterprise

Real Estate • Finance • Enterprise

First American is a historical company that has been operating since 1889, evolving into a $9 billion organization with over 20,000 employees and more than 700 offices worldwide. The company provides a range of products and services that assist homebuyers, sellers, businesses, and investors in the real estate market. With a strong focus on employee engagement and culture, First American emphasizes innovation, technology, and community involvement, driving transformation within the real estate industry.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• medical • dental • vision • 401k • PTO/paid sick leave • employee stock purchase plan