Customer Service Operations Manager - ServiceMac

ServiceMac is a new sub-servicing entity in the mortgage servicing industry, focused on providing superior technology and personalized service. The Customer Service Operations Manager will lead a team of Customer Service Representatives, ensuring operational efficiency and exceptional service delivery in the call center environment.

Responsibilities:

• 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:

• High school diploma or GED
• 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
• Bachelor's Degree preferred
• Previous mortgage servicing experience is preferred
• VOS experience is preferred