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Borrower Experience Quality Analyst

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 Quality VOB Associate.



  • Work in conjunction with managers and supervisors at various levels; demonstrate leadership by role modeling in actions and words.

  • Support department coordinator with:

    • Client-focused monitoring based on call type, attribute, procedure, or overall quality experience for specific clients;

    • Client call calibrations to ensure that the client, vendor and company are in accordance while ensuring that calls are delivered and handled according to the quality standard;

    • Verbal complaint reviews to determine whether appropriate steps were taken to resolve the issue, identify trending and root cause analysis, and service recovery.

  • Support department coordinator to review borrower satisfaction survey results which includes loan notations in conjunction with pertinent call recording. Complete service recovery; identify call drivers, trends and coaching opportunities.

  • Partner with department coordinator to facilitate training on a monthly basis. Training includes implementation, client culture and new product/procedural training.

  • Support mystery shops to assess knowledge, customer service skills, and adherence to call center policies and procedures.

  • Handle call recording requests, internal/external audits, presidential and regulatory inquiries as assigned.

  • Support monitoring for agents who answer assist calls. Ensure that accurate information and appropriate guidance was provided.

  • Support duplicate call reviews, monitor calls for root-cause analysis, and identify first contact resolution fail.

  • Provide service recovery as warranted through all department functions.This includes contacting the borrower by telephone, in writing and/or by email, as well as initiating internal research to resolve the borrower issue.

  • Partner with all levels within the servicing organization and provide results to positively impact the borrower experience.

  • Participate in staff meetings.

  • Present a professional demeanor and appearance.

  • Other duties as assigned.



  • College degree in business preferred

  • 3-5 years progressive customer service, default mortgage banking, or financial institution experience

  • Professional and positive attitude

  • Excellent interpersonal and communication skills, written and verbal

  • Excellent customer service skills

  • Ability to design and develop procedures, training guides and customer communications

  • Ability to facilitate training materials

  • Excellent problem resolution and organizational skills

  • Flexibility and dependability


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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