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Research Operations Supervisor

City: Ewing
State/Territory: US-NJ


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.


Accurately process borrower drafting applications within regulatory guidelines and the specified client Service level Agreements (SLA’s).  Communicate with borrowers verbally or electronically when drafting cannot be set up. Complete research on loans to serve as support to internal customers, including all departments within Cenlar.  Provide support to the call center and other operational areas on an as needed basis.


  • Provides day to day direction for their direct reports ensures the team is effectively working on day to day items

  • Provides coaching to direct reports to ensure that the reports have all the necessary tools to complete tasks and work on professional development

  • Is responsible to work with direct reports to ensure that they are progressing within the team expectations/company expectations, meeting metrics and developing skills

  • Works in correlation with the Quality Coordinator to ensure that reps are being provided all points of view and accurate coaching and scores

  • Works in Correlation with their team lead to cross train them on basic supervisor functions, grooming them for future management opportunities

  • Ability to process all research representative level tasks

  • Is a point of contact for their direct reports to ensure there are no issues from a company perspective, this includes but is not limited to performance, HR, and progression

  • Suggest enhancements during regular one-on-ones with Service Leader

  • Other duties and projects as assigned

  • Oversees ACH Setups and Drafting email box, Or Research Tasks or Emails

  • Demonstrate leadership by role modeling in actions and words.

  • Present a professional demeanor and appearance

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

  • Motivate employees to reach department goals and objectives.

  • Identify trends and escalate issues to manager timely for minimizing corporate risk and enhancing the customer experience. Adherence to Root Cause policies and procedures



  • College degree or customer service/mortgage banking experience in a call center environment

  • Problem solving skills

  • Focus on delivering excellent customer service and providing resolution at the first point of contact

  • Flexibility and the willingness to work in a team environment

  • Excellent written and verbal communication skills and good math aptitude.

  • Mortgage servicing experience 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 .


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