Employee-owners have made Cenlar one of the nation's largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday.
This is an-depth customer service-focused role to manage the customer's experience through researching, resolving, and responding to customer escalations, primarily Level 3 complaints.
Review, research and respond to all Level 3 complaints as defined by the approved Complaint Policy and within required due dates.
Rapidly assimilate a range of complex information and make decisions based on documented procedures to accurately respond to L3 complaints
Accurately identify root cause and follow through with remediation and/or process improvement recommendations based on documented procedures
Respond in written or verbal communication to borrowers, clients, regulatory agencies, attorneys and executive leaders professionallyand with accurate information
Utilize effective de-escalation skills to create exceptional borrower experiences
Partner with business partners throughout the organization to research and resolve complaints while adhering to regulatory requirements and/or client SLA's based on documented procedures
Effectively handle competing demands ensuring key priorities and deadlines are met through organization and time management
Work closely with internal/external business partners (clients, vendors) on daily requests/inquiries
Manage workload in conjunction with performance and quality metrics, utilizing resources and escalation processes.
Through effective problem solving, identify complaints that require escalation to supervisors for exception resolution
Keep abreast of new rules and regulations in conjunction with federal and state requirements.
Other duties as assigned
High school diploma or GED required
Bachelor's degree or equivalent work experience preferred
A minimum of 2 years of Mortgage Servicing experience (Performing and/or Non-Performing) required
Compliance/Risk background a plus
Excellent verbal and written communication skills
Excellent organizational and time management skills
Excellent interpersonal skills
Demonstrated problem resolution and customer service skills
Ability to effectively de-escalate irate borrowers
Ability to multi-task
Experience with Word, Excel, PowerPoint and SharePoint
Experience with Black Knight/ MSP and Salesforce preferred
Total Rewards :
Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO.