Service Excellence Executive Resolution Analyst

Company: Cenlar FSB ( Learn More )

General Information
4 Year Degree
Not Specified
Not Specified
Job Description

Who is Cenlar?       


You are.


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. Get your share of our success by considering the opportunity to join our team as a Service Excellence Executive Resolution Analyst.


  • Review, research, and respond to executive/presidential, qualified written request, and attorney correspondence on a daily basis, in accordance with all procedures.

  • Respond to customer inquiries escalated through the executive staff through e-mail or phone calls.

  • Work with all levels throughout the organization to research and resolve complaints in conjunction with regulatory requirements and/or client service level agreements.

  • Work closely with internal/external business partners, clients or vendors, on daily requests and inquiries.

  • Manage workload in conjunction with performance and quality metrics, utilizing resources and escalation processes.

  • Oversee and respond to all assigned intake channels, such as chat, social media, correspondence, email, etc.

  • Keep abreast of new rules and regulations in conjunction with federal and state requirements.

  • Other duties as assigned.


    Job Requirements


    • Four-year college degree preferred

    • Mortgage servicing experience (performing/non-performing loans) a plus

    • Compliance and regulatory requirements knowledge/experience a plus

    • Experience investigating and responding to complex issues and complaints

    • Excellent communication skills, verbal and written

    • Ability to accurately identify root causes or issues, and follow through with remediation and/or process improvement recommendations

    • Ability to work in a fast-paced environment with flexibility

    • Strong analytical skills and excellent problem resolutions skills, with accuracy and attention to detail

    • Excellent organizational and follow-up skills

    • Ability to work independently as a highly motivated self-starter

    • Ability to rapidly assimilate a range of complex information and make expert decisions/judgments

    • Ability to deal with conflicting demands, ensuring key priorities and deadlines are met through effective time management

    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 .


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    Please apply online .