Operations Supervisor (Remote)

Who We AreServiceMac 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 nine 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 DoSupervises the day-to-day default call center operations and leads their team to ensure compliance with established policies and procedures. Participates in developing, interpreting and implementing policies and procedures for the organization. Instills the notion within all employees at all levels of the organization, that the business unit’s primary goal is to provide the highest quality service possible to all of our customers.

What You'll Do

• Primary purpose of role is supervision. Supervise the day-to-day operational activities of skilled, non-exempt and possibly exempt level employees who have responsibility for daily operational tasks in a customarily recognized department or functional area of the organization.
• Assist with all personnel management, ensure appropriate wage and work hour laws are followed, and provide input to goal setting for the functional area.
• Prepare related reports and audit current procedures to monitor and improve efficiency of operations.
• Ensure proper training of staff and provide ongoing coaching, while adhering to the established department practices.
• Write and conduct employee performance reviews and provides ongoing performance feedback with management consultation. Advocate for employees and communicate compensation changes.
• Make hiring recommendations.
• Assist with all personnel management and goal setting for the functional area.
• Provide regular status updates and reports to Manager.
• Works on problems of moderate scope in which analysis of situation or data requires review of identifiable factors
• Typically exercises judgment within defined procedures and policies to determine appropriate action
• Supervises daily work activities of a functional area
• Typically provides direct supervision to non-exempt employees
• Selects and coaches talent; holds employees accountable for results
• Receives assignments in the form of objectives with goals and the process by which to meet goals
• Work is reviewed in terms of meeting department, product or project objectives and schedules
• Erroneous decisions will have impact on the overall success of functional operations
• Interacts with management on issues requiring coordination across functional/departmental lines

What You'll Bring

• 3-5 years of directly related experience
• 2+ years demonstrated experience in a lead or supervisory role
• Bachelor’s degree or equivalent combination of education and experience
• Prior Collections, Loss Mitigations, MSP, Mortgage experience preferred
• Successful track record of executing day to day operational responsibilities, along with participating in, developing and completing projects in area of expertise
• Able to implement and enforce processes to ensure compliance and quality
• Provides others with reliable information and uses good listening and communication skills

Salary Range: $57,000 - $94,975

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location. 

What We OfferBy choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan. Apply