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Default Loan Servicing Associate - Bilingual

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. Get your share of our success by considering the opportunity to join our team as a Default Loan Servicing Associate I - Bilingual.


Position Summary:

To provide exceptional service while performing collections and mortgage assistance activities on delinquent mortgage loans, while ensuring compliance with FDCPA, state laws, regulatory guidelines, and client expectations. 



  • Handle inbound and outbound calls using Cenlar dialer application
  • Maintain daily departmental standards and expectations relative to productivity measurements
  • Provide outstanding service utilizing professional communication and negotiation skills to resolve the delinquent accounts.
  • Counsel customers with delinquent mortgage payments and educate customer of various options to bring account current
  • Perform in accordance with Fair Debt Collection Practices Act (FDCPA) as well as all state and local collection laws
  • Obtain Quality Right Party Contact(s) in an effort to resolve delinquency while meeting and exceeding investor/client as well as Cenlar requirements
  • Accurately document loan files for all communication regarding incoming/outgoing phone calls




  • Must be proficient in English and Spanish, and be effective communicating both verbally and in writing
  • Associate degree preferred or equivalent collections/call center experience
  • No collections/call center experience necessary, but up to 2 years’ experience preferred
  • Strong interpersonal, oral, and written communication and presentation skills
  • Strong negotiating skills
  • Strong organizational skills to multi-task and meet deadlines
  • Coachable with the ability to perform in a helpful and learning culture
  • Ability to work in a team-based atmosphere
  • Ability to multi-task and operate in an upbeat and fast work environment
  • It is critical that you have an understanding of the following:
  • Requirements under the Fair Debt Collections Practices Act (FDCPA), specifically Prohibitions on Contact with Debtors, Disclosing Debt, and the Mini-Miranda.In addition, you should know FDCPA requirements for Handling of Disputes, Applying Payments and Complying with Cease and Desist Requests.
  • Requirements under the Telephone Consumer Protection Act (TCPA), specifically Restrictions on Timing of Calls and Phone Contact.
  • Requirements under the Real Estate Settlement Procedures Act (RESPA), specifically Early Intervention and Continuity of Contact.
  • Requirements under the Truth in Lending Act (TILA), specifically crediting of payments and requests for payoff amounts.
  • Requirements under the NACHA Rules and Electronic Funds Transfer Act (EFTA), specifically those rules pertaining to taking ACH payments over the phone.
  • Requirements under the Fair Credit Reporting Act (FCRA), specifically handling credit bureau disputes.
  • Requirements under the Service members Civil Relief Act (SCRA), specifically the rights and protections afforded to Service members.
  • Requirements under the Gramm-Leach-Bliley Act (GLBA) and Regulation P, specifically those dealing with protecting customer privacy and consumer financial information.
  • Requirements under the Equal Credit Opportunity Act (ECOA) and the Fair Housing Act (FHA), specifically the general prohibition on discrimination in lending (and servicing).
  • Requirements under the bankruptcy law, specifically the automatic stay from collections.


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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