Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Medical
- Dental
- Vision
- 401k
- PTO/paid sick leave
- Employee stock purchase plan
Company Overview