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Executive Resolution Analyst

City: Ewing
State/Territory: US-NJ



Who is Cenlar?


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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.   



Exceed all job requirements for Executive Resolution Specialist II and Executive Resolution Analyst including:
  • 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 expert decisions/judgments to accurately respond to L3 complaints
  • Accurately identify root cause and follow through with remediation and/or process improvement recommendations
  • 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
  • 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.
  • Research and resolve all complaint types with minimal dependency on business units for guidance
  • Provide support to clients through ongoing interaction while representing Complaint Management in meetings
  • Lead and provide direction to staff as assigned by Complaint Management supervisor
  • Interact directly with CEO, COO and executive leaders on the resolution of highly escalated complaints
  • Serve as an escalation point for ER Specialist I and ER Specialist II by partnering with senior leaders for timely resolution of complaints
  • Assist co-workers by providing advice and direction on accurate and timely completion of L3 complaints
  • Participate in and/or lead projects related to Complaint Management work
  • Assist with load balancing of work items and overall team pipeline management
  • Other duties as assigned



  • Bachelor’s degree or equivalent work experience required
  • 5+ years Mortgage Servicing experience (Performing and/or Non-Performing) required
  • Compliance/Risk background a plus
  • Excellent verbal and written communication skills
  • Excellent organizational and time management skills
  • Ability to prioritize competing demands
  • Excellent interpersonal skills
  • Ability to resolve complex and multi-dimensional customer complaints
  • 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 effectively interact with executive and senior level leadership
  • Strong presentation skills
  • Ability to navigate through conflict
  • Possess the ability to be influential
  • Prior leadership experience 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.


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