Customer Service Manager (Remote)

$65,550 - $109,225/Yr

First American Financial - Grove City, OH

Full-time - Mid Level

Remote - Grove City, OH

Insurance Carriers and Related Activities

About the position

The Customer Service Manager at ServiceMac is a leadership role focused on enhancing the efficiency and effectiveness of the call center operations. This position involves managing customer service representatives, ensuring they are well-trained and equipped to provide exceptional service, and utilizing call center data to drive continuous improvement in operations and customer experience.

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 disciplinary actions
• 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
• Review various Call Center reports to identify coaching and performance opportunities
• 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
• 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
• 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

Nice-to-haves

• Previous mortgage servicing experience is preferred
• MSP /ICE experience is preferred

Benefits

• Salary Range: $65,550 - $109,225