VP, Single Point of Contact

What We DoDirects or manages the day-to-day operations of Collections, Single Point of Contact, and the Homeowners Assistance Fund teams in compliance with established policies and procedures. Participates in developing, interpreting and implementing policies and procedures for the organization. Provides oversight, direction, and instills the notion within all team members at all levels of the organization that the business unit’s primary goal is to provide the highest quality service possible to all our customers.

HOW YOU’LL CONTRIBUTE

• Lead by example and embrace our culture of People First by supporting team members so they can provide excellent service to our customers
• Implements goals, objectives, and work standards for the department.
• Applies policies and procedures that comply with regulatory and statutory guidelines, rules, and standards.
• Plans, organizes, administers, reviews, and evaluates the activities of professional, technical, and office support staff.
• Contributes to the overall quality of the department by developing and coordinating work teams and by reviewing, recommending, and implementing improved policies and procedures.
• Directs the selection of staff and provides for their training and professional development to maintain effective morale, productivity, and discipline.

WHAT YOU’LL BRING

• Bachelor’s degree or equivalent combination of education and experience
• 8+ years progressive management experience
• Progressive experience in leading employees in multiple locations, and significant experience developing and implementing solutions
• Experience leading a call center and executing at a high level to achieve goals
• Pipeline management experience
• Demonstrated competency in executing strategic plans
• Strong strategic planning and problem-solving abilities
• Demonstrated competency in identifying team members strengths and establishing development plans to further develop their skills.
• Experience and knowledge of MSP/ICE
• Experience and knowledge of Back in the Black (Bitb) is a plus

COMPLEXITIES & IMPACT

• Works on highly complex problems in which analysis of situations or data requires significant originality and an in-depth evaluation of various factors
• Exercises extreme judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results
• Erroneous decisions will have an impact on the overall success of department operations
• Interacts with executive and/or major customers. Interactions may involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders.

SUPERVISION RECEIVED OR EXTENDED

• Responsible for a department that impacts other departments
• Makes final decisions on administrative or operational matters and ensures operations’ achievement of objectives

Salary Range: $ 114,625 – $152,825 Annually

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.
First American invests in its employees’ development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.