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Research Operations Supervisor

City: Tempe
State/Territory: US-AZ


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 Research Operations Supervisor.



  • Oversee a team and daily operations for research functions; manage ‘real time’ work volumes and provide assistance to customers/members, clients and staff; focus on daily performance measurements to ensure productivity and compliance is met on a daily/weekly/monthly basis.

  • Manage, motivate and train staff:

    • Meet weekly with direct reports for performance metrics review and professional development.

    • Facilitate regularly scheduled staff meetings.

    • Perform annual staff reviews; establish individual goals for development.

    • Establish and monitor goals for acceptable performance in accordance with company standards.

    • Motivate employees to reach department goals and objectives.

    • Train and assist staff to handle work volume and issues, in accordance with company policies and procedures and RESPA compliant.

  • Manage the integrity of the customer service process:

    • Assist with daily scheduling for volumes and adherence to client/company overall service level agreements (SLA).

    • Assist with quality programs and development/execution of policies and procedures, campaigns and incentive programs.

    • Ensure all tasks, emails, correspondence, research functions are handled in conjunction with SLA and compliance standards.

    • Identify trends and escalate issues to manager timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures.

    • Participate in handling incoming and outbound call needs, to meet department/client goals.

    • Oversee and respond to real time customer issues/incidents that impact company initiatives.

    • Responsible for minimum of one monthly enhancement to department/company for efficiency, cost benefit or service improvement.

  • Participate in supervisor rotation for manning the assistance line to coach staff real time, maximizing consistency of knowledge and improving processes and impact on customers.

  • Act as direct back-up to Service Leader and Quality Coordinator.

  • Act as a liaison in the development of strong working relationships for the consistent improvement of functions; hold regularly scheduled meetings with other managers throughout the company.

  • Other duties as assigned.



  • Four year college degree or equivalent, or minimum three years progressive customer service experience in a call center environment

  • Previous supervisory experience preferred

  • Strong leadership skills, demonstrated by role modeling in actions and words

  • Excellent interpersonal, coaching and counseling skills

  • Excellent problem resolution and customer service skills

  • Excellent verbal and written communication skills

  • Excellent organizational and time management skills

  • Ability to work in a fast pace environment

  • Professional demeanor and appearance


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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