Who We Are
ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac 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. What We Do
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. Essential Functions
Manages first line supervisors that are responsible for managing a group of customer service reps that handle customer service inquiries and problems via telephone, letter, fax or email.
Monitors the team’s performance on a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies. Types of requests may depend on the business segment (e.g. escrow branches will deal with escrow-related calls).
Develops and monitors the application of operating systems including policies and procedures, operating structure and information flow. Ensures work production volume meets product/service standards and exceeds quality standards.
May develop business plan for team operations including budget development. Ensures appropriate staffing levels are met. Provides reports to management on department performance and metrics.
Approves HR activities including hiring, training/development and evaluating staff performance.
Participates in long-range departmental planning and provides input to operational decisions and to clarify or modify project plans, and/or schedule requirements.
Job Complexities & Impact
Works on a diverse range of problems of moderate scope where analysis of situations or data requires evaluation of a variety of factors and an understanding of current business and trends.
Exercises judgment within generally defined practices and policies in determining objectives and approaches to project completion.
Erroneous decisions or failure to achieve goals results in additional costs and personnel, and serious delays in overall schedules.
Interacts with Management and peers in other departments for purposes of gaining cooperation, exchanging technical information, and presenting project plans and reports.
Accountable to Senior Management to ensure appropriate use of financial resources.
Supervision Received or Extended
Manages work activities and operations of a large functional area or department.
Provides direct supervision to non-exempt and exempt employees.
Provides input to and may develop operational plans and works with Senior Management to ensure that plans are integrated with broader strategies.
Receives assignments in the form of objectives, establishes goals, and assigns resources to meet schedules and goals.
Work is reviewed in terms of meeting product, project, or operational objectives, quality, schedules and budgets.
Knowledge and Skills/Technology Used
Successful track record designing, developing, and executing complex projects in area of functional expertise.
Ability to establish and maintain effective working relationships at the Management level across functional groups and business units. Adeptness to influence the thinking of, or gain acceptance…