Operations Team Coordinator

First American • Tampa, FL

31d • $24 - $33

About The Position

As part of the Customer Service Team, this position is responsible for assisting with managing the day-to-day department workflow. Coordinate all process changes and new client information/training with other trainers. Ensure compliance with policies, assist with improving processes and procedures, and develop trained and motivated employees. Work with Team Leads and other Team Coordinators/Trainers to motivate and train the department.

Requirements

• Good interpersonal, communication, presentation and facilitation skills across multiple domains (written, verbal, public speaking/teaching/training, interpersonal, listening)
• Use a client-centric and outreach approach to problem solving and decision making
• Set en example of professionalism and respect for others. Positive attitude in handling challenging situations.
• Good prioritization, planning, project management, problem-solving and implementation skills showing initiative and follow-through
• Ability to conduct/interact professionally end effectively at multiple levels within the organization
• Ability to deliver complex concepts through easy to understand methods
• Ability to establish credibility, overcome obstacles and make decisions confidently
• Ability to adapt to change with a positive attitude.
• Proficient in the use of Microsoft Office/Outlook and PhotoShop applications
• Proven reliability and dependability in attendance and punctuality
• Bachelors degree or equivalent combination of education and experience
• 1-3 years experience as CSR Sr, some lead experience preferred

Nice To Haves

• Prior real estate or mortgage industry experience preferred

Responsibilities

• Develop New Hire training and work on creating web based training with other trainers.
• Create training document for client changes, and obtain Client specific differences that need to be communicated with team members
• Review all fee approvals through the Fee approval queue. Ensure all steps were completed. Upgrade order procedure
• Monitor, coach and train team members as backup to TL and answer questions of team members
• Provide a bi-weekly training for open discussions to improve department processes through case studies
• Serve as a back up for Team Lead for the UCN, as well as other systems and processes.
• Coordinate all training with necessary trainers to ensure that all teams receive the same information
• Review and supply input regarding changes to department standard operating procedures (SOPS) and guidelines, and ensure that department SOPs are followed by department associates
• Lead Friday team huddle that provides a recap of all changes and updates that were discussed in the Monday through Thursday huddle.
• Participate in department migration to new Valuations system with a positive attitude in the established time frame
• Participate with Team Lead to propose and implement intermediate improvements to current system
• Help to identify business or process gaps/risks during system migration
• Manage on-going department level training as new development is deployed
• Obtain knowledge of current processes to become Subject Matter Expert (SME) for Valuations system
• Participate in New Story development to assist with migrating the functions from SourceNet to Valuations
• Participate in Beta testing / UAT to make sure training and new development works properly when requested by IT or manager
• Help retain satisfied clients within expected SLA and minimize client calls
• Communicate client needs/changes to help improve client satisfaction.
• Identify distressed or negative profit margins (revenue and/or cost based)
• Accommodate client or market opportunities to manage growth
• Review client concerns/problem orders on end as needed basis to determine process improvements.
• Optimize work processes for overflow/rush/exception orders
• Minimize product or process customization by thinking “globally”
• Participate in new product development and process improvement
• Identify productivity/automation (queues) trends and opportunities
• Streamline current processes and determine possible gaps for development

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees