Customer Service Director

Irvine, CA

Full Time

Mutual of Omaha Mortgage Reverse

Manager/Supervisor

Customer Service Director

Location: CA- Irvine

Job Type: Full-Time

Mutual of Omaha is a Fortune 300 Company. Mutual of Omaha Mortgage is inspired by hometown values and a commitment to being responsible and caring for each other. We exist for the benefit of our customers and employees.

We offer an extensive compensation package. Benefits include Medical, Dental, and Vision insurance, company paid life insurance, 401K with a generous employer match and additional benefits such as Free Legal Services and an Employee Loan Program.

Mutual of Omaha Mortgage is a full-service lending company offering both Forward and Reverse Mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced Loan Officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs, please review and apply for our opening below!

Mutual of Omaha Mortgage is seeking a Customer Service Director to lead our customer service team. This role will oversee a team of 20-30 customer service representatives, focusing on optimizing team performance, enhancing customer satisfaction, and ensuring efficient operations across inbound and outbound call handling. The ideal candidate will have a proven ability to drive results through data analysis, performance monitoring, and continuous improvement of processes.

Roles & Responsibilities:

· Lead and manage a team of 30-40 customer service representatives handling inbound and outbound calls.

· Analyze performance metrics such as call abandonment rates, lead conversion, and overall team productivity to identify areas for improvement.

· Implement data-driven strategies to optimize customer service operations and achieve performance goals.

· Foster a customer-centric environment, ensuring high-quality service and operational efficiency.

· Provide coaching and development opportunities to team members to enhance skills, productivity, and job satisfaction.

· Collaborate with cross-functional teams, including marketing and operations, to align goals and strategies for improved lead conversion and customer experience.

· Monitor and ensure compliance with company policies, standards, and regulatory requirements.

Qualifications:

· At least 5 years of experience in a customer service management role, with 3+ years of leading teams of 20-30 representatives.

· Strong experience with Salesforce, including using it to track performance, manage data, and report on team activity.

· Proven track record of managing and motivating high-performing teams to meet or exceed performance goals.

· Excellent analytical skills with the ability to assess and act on performance data to drive improvements.

· Experience with call management systems such as Five9 and call scripting solutions is preferred.

· Strong communication skills with the ability to engage and lead a diverse team effectively.

· Problem-solving ability to address and resolve complex customer service issues.

· Ability to thrive in a fast-paced, results-oriented environment.

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Customer Service Director

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