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Borrower Experience Quality Analyst

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 Borrower Experience Quality Analyst.


Position Summary:

The Borrower Experience Quality Analyst reports directly to the Borrower Experience Quality Supervisor and is responsible for working closely with the Borrower Experience Quality and Controls Management Team, departmental team/peers and the Executive Resolution Departmental to ensure procedural adherence to all policies and procedures through conducting various types of quality monitoring and reviews.



  • Complete quality review of all outgoing QWR and complaint related letters, borrower satisfaction surveys, research artifacts, borrower calls and work files.
  • Responsible to provide feedback via quality monitors based on required attributes
  • Responsible for client interface for complaint responses to ensure quality expectations are met on all levels
  • Responsible for attending complaint driven calibrations ( as applicable)  to ensure that the Client is in accordance with the quality of drafted responses
  • Responsible for quality monitoring of verbal complaint resolution calls to determine whether appropriate steps were taken to resolve the issue and procedural adherence.
  • Produce summary of borrower calls for complaint research purposes.  Documentation of identified call drivers, trends, procedural gaps and coaching opportunities.
  • Successful management of a pipeline by achieving required SLA metrics
  • Produce accurate results of quality findings
  • Responsible for other duties as assigned by Manager.



  • College Degree in Business Preferred
  • 3-5 years in Customer Service, Mortgage Banking or Financial Institution Experience at a Supervisory or Management Level Preferred. (Leadership Qualities)
  • Professional and Positive Attitude
  • Excellent Written and Verbal Skills
  • Excellent Customer Service Skills.
  • Ability to Design and Develop Procedures, Training Guides and Communications.
  • Ability to Facilitate Training Materials.
  • Excellent  Interpersonal Skills
  • Excellent Problem Resolution and Organizational Skills
  • Flexible and Dependable


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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