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Executive Resolution Specialist II

City: O'Fallon
State/Territory: US-MO

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.

 

Job Summary

This is an-depth customer service-focused role to manage the customer’s experience through researching, resolving, and responding to customer escalations, primarily Level 3 complaints.   

 

Responsibilities:

  • Review, research and respond to all Level 3 complaints as defined by the approved Complaint Policy and within required due dates.
  • Rapidly assimilate a range of complex information and make decisions based on documented procedures to accurately respond to L3 complaints
  • Accurately identify root cause and follow through with remediation and/or process improvement recommendations based on documented procedures
  • Respond in written or verbal communication to borrowers, clients, regulatory agencies, attorneys and executive leaders professionallyand with accurate information
  • Utilize effective de-escalation skills to create exceptional borrower experiences
  • Partner with business partners throughout the organization to research and resolve complaints while adhering to regulatory requirements and/or client SLA’s based on documented procedures
  • Effectively handle competing demands ensuring key priorities and deadlines are met through organization and time management
  • Work closely with internal/external business partners (clients, vendors) on daily requests/inquiries
  • Manage workload in conjunction with performance and quality metrics, utilizing resources and escalation processes.
  • Through effective problem solving, identify complaints that require escalation to supervisors for exception resolution
  • Keep abreast of new rules and regulations in conjunction with federal and state requirements.
  • Other duties as assigned
     

     

Qualifications:

  • High school diploma or GED required
  • Bachelor’s degree or equivalent work experience preferred
  • A minimum of 2 years of Mortgage Servicing experience (Performing and/or Non-Performing) required
  • HELOC experience preferred
  • Compliance/Risk background a plus
  • Excellent verbal and written communication skills
  • Excellent organizational and time management skills
  • Excellent interpersonal skills
  • Demonstrated problem resolution and customer service skills
  • Ability to effectively de-escalate irate borrowers
  • Ability to multi-task
  • Experience with Word, Excel, PowerPoint and SharePoint
  • Experience with Black Knight/ MSP and Salesforce preferred
  • Ability to write in Spanish is a plus

 

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.

 

Visit www.cenlar.com for more details.

 

Please apply online .





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