Assistant Vice President, Closing and Customer Service If you are a proven client-focused team leader eager for a new opportunity to drive results and make an impact, then ServiceLink, the premier provider of digital mortgage services, has a dynamic opportunity available for you. We are looking to add an Assistant Vice President, Closing and Customer Service to our team. Successful candidates will have impeccable motivational, communication, and customer service skills – and will help lead ServiceLink's serve-first culture of integrity, reliability; consistently surpassing client expectations. This role will manage a large, dynamic customer services team, focused on service level performance, fiscal responsibilities, continual innovation, process improvement and delivering results to a roster of lender clients. If you thrive in a fast-paced culture of accountability and reward, empowerment and entrepreneurship, then this is an opportunity for you! A Day in the LifeIn this role, you will…Lead an operational production team within our Originations Title and Closing Division Drive innovation and efficiency within your assigned operation and operational workflows Define, set and measure key performance indicators to consistently exceed consumer and client expectations Drive fiscal responsibilities including personnel and vendor cost of goods sold Hire, train, motivate and retain, the strongest and most talented Title and Closing professionals in the industry Build relationships and trust with clients, vendors, consumers and management Create and maintain policies and procedures to ensure the highest standards of conduct, compliance, and performance Reinforce culture of shared ownership and accountability for results Support the ServiceLink culture of Serve-First, Employee Engagement, and Inclusion for all team members Travel as needed to meet with clients and staff
Who You Are:- You possess…High School diploma or equivalent required; Bachelor's Degree preferred 10+ years of leadership experience, managing managers, and large team footprints
- Proven experience leading large and dynamic teams within a Financial Services, Title Insurance, Settlement or adjacent industry
- Prior success working in a technology-enabled service leadership position
- Unsurpassed focus on Customer Experience and service-delivery
- Demonstrated bias for action; ability to independently prioritize and make decisions
- Strong problem solving and strategic thinking skills with the ability to identify problems and recommend solutions
- An innate ability to understand complex processes and systems, intuitively understanding how they work and how they can be improved
- Ability to be adaptable and flexible to changing volumes and goals based on customer needs
- Ability to operate with ease in a fast-paced environment
Responsibilities:- Direct, manage, and participate in the daily functions of ServiceLink's Client Teams (as assigned)· Manage workloads and volume distribution and assignment across teams to ensure maximum client results· Design and evaluate reports that depict client activity to ensure efficient team operations and client satisfaction· Design and evaluate reports and programs to analyze, track, report on, improve and reward staff productivity and performance· Ensure all Company and Client service-level performance expectations are met or exceeded· Hire, Train, Manage, Retain, and Develop staff within Assigned Teams· Set direction for teams; establish goal setting, process improvement and staff planning· Help Lead ServiceLink's Serve-First, Employee-Centric, and client-focused culture· Familiarize new and existing team members to new products, services, policies, and procedures· Enforce company policies and procedures throughout the department and identify areas of concern· Identify areas requiring staff training or training enhancements, monitor the fulfillment of required training and recommend the implementation of new training programs· Responsible to drive a culture of Client Performance and Client Satisfaction· Improve productivity by improving employee morale and motivation· Become very proficient in ServiceLink operating systems and operational procedures· Participate in continual improvement efforts, including design and roll-out of system enhancements· Participate in Project Teams to address corporate goals and objectives· Adhere to company policies and procedures· All other duties as assigned.
Qualifications:- High School diploma or equivalent required; Bachelor's Degree preferred· 10+ years of leadership experience, managing managers, and large team footprints· Knowledge of real estate title and closing, mortgage loans, and/or related documents and/or processes preferred· Proven career track record of success and advancement· Experience with project management, strategic planning, and/or process improvement efforts· Excellent organizational skills; the ability to manage multiple tasks and team priorities simultaneously· Strong problem solving and strategic thinking· Exceptional written and oral communication; including facilitation and summarization skills to drive action and results· Must be highly organized and have a strong attention to detail· Working understanding of risk, compliance and regulatory requirements· Proficiency with computers, including moderate skill with Microsoft Office suite and the ability to learn and understand new software as needed· Ability to work with, lead and consult with all levels in the organization
