Collections/Mortgage Servicing Professional - 4/10/23

Start something good. Empower your career. Become an employee-owner at Cenlar.

Employee owners have made Cenlar the nation’s leading mortgage loan subservicer. Our unique culture is defined by our core values of respect, trust, integrity, and care. Company ownership, a promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career. Consider this opportunity to join our team as a Mortgage Service Professional.

The Mortgage Servicing Professional is responsible for handling all levels of mortgage servicing calls in a blended environment (inbound and outbound), efficiently, professionally and in a courteous, friendly manner. These positions are responsible for executing excellent listening, problem-resolution, and communication skills (verbal/written).

Are you a Customer Service professional motivated to leverage a customer-centric approach to assist homeowners in a highly visible position?

As a Customer Service Care Professional, you will:

• Handle all levels of mortgage servicing inquiries related to default loans
• Use advanced systems to research and resolve inquiries while continuously providing first-call resolution
• Explain mortgage servicing process information to borrowers
• Make decisions to resolve customer issues
• Resolve borrower and client complaints requiring in-depth research and provide written explanations of research problems/resolutions
• Resolve disputes and perform root cause analysis
• Accurately track and document all communications with customers to provide a detailed history of contact
• Promote products and services with a focus on customer satisfaction and retention
• Identifies, recommends, and contributes to process improvement
• Actively contribute to the overall productivity and success of your team
• Take ownership of the customer experience
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
  
  

In this role you demonstrate:

• Understanding of mortgage servicing, including: collections, loss mitigation, etc.
• Desire to help your peers, your team, and department achieve exceptional results
• Intellectual curiosity and willingness to learn and develop as a mortgage professional
• Ability to multi-task in a fast-paced, highly demanding environment
• Analytical ability to apply data and information in the resolution of customer concerns
• Consistency and reliability of performance and presence in the workplace.

Skills/Experience/Knowledge:

• High School Diploma or GED required
• College degree preferred and/or combination of education and relevant job experience; (1) to (2) years of Call Center or Customer Service experience preferred
• Excellent communication skills both verbal and written
• Attention to detail and accuracy
• Problem-solving skills and problem analysis
• Basic mortgage servicing or mortgage product knowledge preferred
• Regular, consistent, and punctual attendance
• Must be able to work nights and weekends, variable schedule(s) as necessary

*Successful candidates will be assessed and selected based on relevant skills and experience.

Total Rewards:

As an employee-owner at Cenlar, you’ll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.

Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.