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Default Administration Manager

City: Tempe
State/Territory: US-AZ


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. Get your share of our success by considering the opportunity to join our team as a Default Administration Manager.


Job Summary:

This position is responsible for leading teams that handle a combination of Collections, Loss Mitigation and Default Administration functions. In addition, is versed in dialer administration, workforce management, and business analytics in a high volume call center environment.  Responsible for the execution of daily collections strategies in a blended inbound/outbound environment.  Monitors portfolio delinquency performance for the 1-29, 30, 60, 90, and 120+ delinquency buckets, as well as the number of loss mitigation workouts initiated and the number of loans entering foreclosure on a monthly basis.  Identifies productivity and efficiency opportunities, as well as portfolio trends where additional focus is needed.  Ensures appropriate management controls are in place for all departmental tasks and functions. 



  • Partners with the other Default Call Center managers to ensure all daily inbound and outbound collection calls are handled.
  • Collaborates with clients and Default Call Center management to establish and evaluate outbound call campaign strategies.
  • Ensures adherence to internal service levels related to call center and processing time frames.
  • Interfaces with the dialer administration team as it relates to the effective daily execution of all dialer related process.
  • Coordinates with the workforce management team on all related functions including call forecasting, scheduling, intra-day monitoring, etc.
  • Works with staff to develop and monitor individual and departmental goals, providing effective feedback and guidance on a regular basis.
  • Reviews key performance indicators and pipeline management reports with senior management on a weekly basis.
  • Ensures that department procedures are updated timely to reflect all regulatory and compliance updates.
  • Evaluates business processes and makes necessary changes to daily procedures.
  • Responds to internal and external audit findings by preparing formal responses and ensuring remediation of noted issues.
  • Responsible for expense management and budget oversight for the department.Ensures all controllable expenses are maintained within budget each month and all variances are understood and explained.
  • Ability to manage staff and work being completed in multiple locations.




  • 10+ years of experience leading teams in mortgage default servicing operations including Collections, Loss Mitigation, Single Point of Contact, Document Processing, etc.
  • Strong knowledge of current practices, procedures, and regulations/laws related to default administration for GSE, HUD and other government agency mortgage loans.
  • Expert knowledge of OCC, CFPB, FDCPA, RESPA and state law servicing guidelines.
  • Ability to learn and understand the complexity of sub-servicing, while continuously assessing efficiencies of default administration in order to improve service levels and profitability.
  • Previous experience managing dialer administration in a large call center environment, including the use of call blending and best time to call technologies.
  • Previous experience managing workforce management functions including forecasting, scheduling, intra-day monitoring, reporting, etc.
  • Excellent written and verbal communication skills.
  • Strong analytical and problem solving skills.
  • Ability to work independently and take initiative, while multi-tasking in a fast paced environment
  • Ability to prioritize and manage time effectively to meet strict deadlines.
  • Schedule flexibility as it relates to call center hours of operation.Must be able to work evenings and weekends as needed.
  • Working knowledge of the Black Knight MSP servicing system
  • Working knowledge of MS Outlook, Word, Excel, Power Point, and ability to learn industry related systems.
  • College degree preferred, or equivalent business experience in a fast paced call center environment



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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