Customer Service Senior Manager (remote)

First American is a leading entity in the mortgage servicing industry focused on providing superior technology and personalized service. The Customer Service Senior Manager will manage the day-to-day operations of Service Operations departments, ensuring effective customer interactions and mentoring staff to achieve company objectives.

Responsibilities:

• 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

Requirements:

• 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
• 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