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Vice President of Call Center Operations
AmeriSave Mortgage Corp.United States, United Statesfull_timeVerifiedPosted 1 Aug 2025
💰 $150,000/yr
About the role
AmeriSave Mortgage Corporation has set the standard in online mortgage lending with over $130 billion in funded loan volume. We are a leading fintech lender transforming the way consumers access home financing. As we expand beyond mortgages into home equity and personal loans, we are building a world-class customer engagement engine to support every step of the borrower journey. Our employees are the driving force behind our success. We believe in the power of a dynamic and talented workforce and creating an environment where your contributions are not just recognized, they’re celebrated. Your success is our success, and we are seeking skilled professionals who are ready to bring their A-game, exceed benchmarks and enhance the overall excellence of AmeriSave, while also growing and advancing their careers. At AmeriSave, we're one team with one shared dream - to be the best. Let’s redefine excellence together! What We’re Looking For:We are seeking a dynamic and results-driven Vice President of Call Center Operations to lead our nationwide contact center strategy. This executive will be responsible for driving performance, scaling operations, and delivering exceptional customer experiences across all inbound and outbound channels.What You’ll Do:
California Consumer Privacy Act Disclosure Acknowledgment Employment Applicants, New Hires, and Employees Residing in Cali
- Lead and scale a high-performing, multi-site call center operation supporting mortgage, home equity, and personal loan products.
- Develop and execute strategic plans to improve customer satisfaction, operational efficiency, and conversion rates.
- Oversee workforce management, quality assurance, training, and compliance across all teams.
- Implement technology solutions (e.g., IVR, CRM, AI tools) to optimize call routing, agent productivity, and customer engagement.
- Establish KPIs and reporting frameworks to monitor performance and drive continuous improvement.
- Collaborate cross-functionally with Sales, Marketing, Product, and Compliance to align call center operations with business goals.
- Foster a culture of accountability, innovation, and customer obsession.
- 10+ years of progressive leadership experience in call center or contact center operations, preferably in financial services or fintech.
- Proven success managing large, distributed teams in a high-volume, metrics-driven environment.
- Deep understanding of call center technologies, workforce optimization, and customer experience best practices.
- Strong analytical, communication, and change management skills.
- Experience with regulatory compliance in a financial services setting is a plus.
California Consumer Privacy Act Disclosure Acknowledgment Employment Applicants, New Hires, and Employees Residing in Cali
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