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Executive Resolution Specialist I

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



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.   



  • Responsible to review and task correspondence addressed to Executives or Client’s executive team, correspondence received from a regulator or government agency (OCC/ CFPB/ BBB/ DFS/ DOB/ ATG) Qualified Written Requests, Notice of Errors and Request for Information in accordance with all procedures and Consumer Financial Protection Bureau (CFPB) guidelines
  • Act as a Liaison to our Legal contacts to provide research needed to respond to Legal tasks
  • Act as research assistant to Specialists to help gather facts and supporting documentation to help facilitate complaint responses
  • Responsible to process legal responses upon receipt
  • Responsible for scanning, dating, tracking and tasking all department correspondence as received and uploading acknowledgment and extension letters to the scan folder
  • Responsible to handle incoming calls through the Service Excellence Presidential phone lines
  • Responsible to participate in ongoing training, ie regular refresher, cross functional sessions for continued learning and growth
  • Responsible for interacting with customers, clients, regulatory agencies, attorneys, etc. to resolve customer/member issues
  • Responsible for other duties as assigned




  • High school diploma or GED required
  • Excellent written skills, ability to respond via letter, email to customers, regulatory agencies, attorneys, etc.with well thought out, clear, concise and accurate information
  • Excellent verbal skills
  • Ability to multi-task and handle high work volumes in a fast paced environment
  • Ability to meet deadlines and productivity goals a must
  • Ability to adapt to changing environments, situations and job responsibilities
  • Capacity to work in a team-orientated environment
  • Excellent reading comprehension skills
  • Excellent problem resolutions skills
  • Excellent organizational skills
  • Strong analytical skills
  • Strong attention to detail
  • Excellent Customer Service Skills
  • Excellent follow up skills
  • Basic Microsoft Office and Internet knowledge a must


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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