Job description

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 within our Default Call Center.

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 call center professional motivated to leverage a customer-centric approach to assist homeowners in a highly visible position?

As a Mortgage Servicing Professional, you will:

• Handle all levels of mortgage servicing inquiries, specifically related to default operations
• 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

In this role, you demonstrate:

• Understanding of mortgage servicing including, escrow, taxes, and payment application
• 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, and Knowledge:

• High School Diploma or GED required.
• College degree preferred and/or combination of education and relevant job experience; 1-2 years of call center/customer service/collections 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.

INDHP1

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee stock purchase plan
• Health insurance
• Health savings account
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Physical setting:

• Call center

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime
• Weekend availability

COVID-19 considerations:
Training will be taking place on-site. Once training is completed, you will be working in a hybrid environment, where in-person work is less frequent.

Ability to commute/relocate:

• O'Fallon, MO 63368: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please confirm the best phone number and email address to contact you.

Education:

• High school or equivalent (Required)

Experience:

• call center: 1 year (Preferred)
• collections: 1 year (Preferred)

Work Location: One location

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