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Borrower Experience 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 Borrower Experience Supervisor.



  • Oversee and manage daily workflow of the department administrators.

  • Work in conjunction with the Quality Assurance Coordinator with regard to all quality programs.

  • Support and act as direct back-up to department manager with issues relating to executive/presidential correspondence.

  • Understand and partner with all leaders with roles and responsibilities within the Complaint Management team.

  • Represent the executive office as it relates to escalated issues.

  • Oversee and lead a team of analysts responsible for complaint-related research, resolution and regulatory adherence.

  • Motivate employees to reach department goals and objectives; develop and execute reward/recognition programs; set and measure expectations and goals.

  • Manage the daily workflow of the team and ensure timely resolution and responses to tasks and escalated issues so that internal service level agreements and external client and compliance timeframes are met.

  • Build strong partnerships across the company, ensuring timely responses and escalation processes are in place to meet the requirements of the department.

  • Conduct monthly and weekly reporting of all executive issues, qualified written requests, attorney correspondences, escalated issues and root cause issues.

  • Demonstrate leadership by role modeling in actions and words.

  • Present a professional demeanor and appearance.

  • Other duties as assigned.



  • College degree preferred

  • 2-5 years’ previous supervisory experience preferred

  • Strong leadership skills, demonstrated by role modeling in action and words

  • Compliance and regulatory requirement knowledge a plus

  • Ability to identify root cause issues accurately

  • Ability to lead multi-functional area, with sense of urgency and ability to motivate and work in a collaborative manner

  • Excellent interpersonal, coaching and counseling skills

  • Excellent problem resolution and customer service skills

  • Excellent verbal and written communication skills

  • Excellent organizational and time management skills

  • Professional demeanor and appearance with positive attitude

  • Flexible and dependable


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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