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Default Loan Servicing Supervisor

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. Get your share of our success by considering the opportunity to join our team as a Default Loan Servicing Supervisor.



  • Oversee and supervise the day-to-day functions on the collection floor relative to the productivity and effectiveness of all agents, regulatory compliance requirements, and client service-level agreements.

  • Manage and see that the team’s daily responsibilities and functions are completed in a timely manner. Work with staff to implement and enforce daily performance measurements.

  • Work with management team to identify areas of opportunity to increase agent productivity within the collection department.

  • Assist in the management of the collection staff in an effort to reach defined service-level expectations.

  • Assist the staff in the development and implementation of new processes to increase overall department efficiency and results.

  • Motivate staff to reach desired goals and to promote superior professionalism during all customer interactions.

  • Assist in identifying delinquency trends and potential exposure that would negatively impact the company from a compensatory perspective. Recommend and assist in the development and implementation procedures to maximize efficiencies and reduce risk.

  • Perform quality agent reviews.

  • Produce weekly/monthly reports to management relative to collection statistics.

  • Conduct coaching/counseling sessions with employees as needed.

  • Oversee special project initiatives and engage staff relative to compliance requirements and process implementation.

  • Monitor call center metrics, delinquency trends and potential problems impacting service-level agreements.

  • Ensure refresher training classes are completed relative to new clients and/or processes.

  • Ensure all state regulations are adhered to, and utilize tracking metrics to ensure compliance.

  • Facilitate monthly incentive programs within the department to increase results while promoting a positive environment.

  • Participate in client conference calls to address current delinquency trends or concerns.



  • 4-year degree preferred

  • 5 years’ industry and collections call center experience with at least 2 years’ supervisory experience

  • Ability to be flexible and adapt to change

  • Ability to work with all levels of management

  • Excellent organizational and time management skills

  • Ability to work in a fast-paced environment

  • Excellent problem resolution and customer service skills

  • Strong leadership, coaching, and counseling skills

  • Excellent written and verbal communication and interpersonal skills

  • Aptitude for business math


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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