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Default Loan Servicing Team Lead

City: Tempe
State/Territory: US-AZ


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 Lead.



  • Observe and mentor agents, conducting side-by-side coaching and evaluation.

  • Assist the team to help reach acceptable levels of performance in production and accuracy.

  • Assist with various responsibilities:

    • Dialer responsibilities and the monitoring of agent activity in UIP;

    • Launching and correcting daily campaign flow;

    • Overall scheduling and time management;

    • Where needed, the management of inbound call volumes.

  • Handle weekly/monthly processing of the following:

  • Collection default payment log;

  • Task processing or state compliance issues;

  • Skip tracing and field chase ordering, updating, and billing;

  • Collection workstation loan maintenance;

  • Collection task completion, i.e. late fee waivers.

  • Handle escalated calls or customer disputes, and resolve accordingly.

  • Act as a supervisory backup for the weekend staff.

  • Ensure call center maintains Consumer Financial Protection Bureau standards by monitoring workflow.

  • Engage in continual training on new or updated processes with the call center floor.

  • Handle client-driven requests via reports and calls.

  • Other duties as assigned.



  • 4-year degree preferred

  • 5 or more years’ industry and collections call center experience

  • Mortgage servicing experience preferred

  • Flexibility and ability to adapt to change quickly

  • Ability to work with all levels of management

  • Strong record of dependability with demonstrated listening skills

  • Excellent written and verbal communication 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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