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Client Experience Operations Supervisor

City: Ewing
State/Territory: US-NJ


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 Client Experience Operations Supervisor.



  • Lead, manage and oversee a team of Client Experience Consultants in their email/telephonic interaction with clients; focus on daily performance measurements; ensure efficient delivery of service while adhering to all contractual service level agreements (SLAs); perform metrics; and financial commitments.

  • Manage, motivate and train staff:

    • Serve as first point of contact for service issues or escalated inquires raised by staff.
    • Meet weekly with direct reports for performance metrics review and professional development.
    • Facilitate regularly scheduled staff meetings.
    • Perform annual staff reviews; establish individual goals for development.
    • Motivate employees to reach department goals and objectives, with respect to productivity, client satisfaction, quality, compliance, and employee engagement.
    • Train and assist staff to handle work volume and issues, in accordance with company policies and procedures applicable to all governing compliance standards.
  • Manage the integrity of the customer service process:
    • Assist with daily scheduling for call volumes and adherence to client/company overall SLA.
    • Establish and monitor goals for acceptable performance in accordance with company standards.
    • Assist with quality programs and development/execution of policies and procedures, campaigns and incentive programs.
    • Ensure all emails, tasks and research functions are handled in conjunction with SLA and compliance standards.
    • Identify trends and escalate issues to manager timely, for minimizing corporate risk, enhancing the customer experience.
    • Participate in handling email needs, to meet department/client goals.
    • Oversee and solve/respond to real time client issues/escalated incidents, in general and as raised in the Voice of the Client (VOC) in-box, to provide the most dynamic client centric experience possible; track in corresponding database.
    • Responsible for minimum of one monthly enhancement to department/company for efficiency, cost benefit or service improvement.
  • Participate in client site visits, representing unit, department and company.

  • Act as a liaison in the development of strong working relationships for the consistent improvement of functions; hold monthly scheduled meetings with other managers throughout the company.

  • Act as direct back-up to Client Experience Contact Managers.

  • Other duties as assigned.


Qualifications :

  • Four year college degree or equivalent; or minimum three years customer service experience

  • Mortgage servicing experience preferred

  • Previous supervisory experience preferred

  • High proficiency with Microsoft Office Suite and products

  • Experience working with Clinq (company email management database, applies to internal candidates only) preferred

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

  • Excellent interpersonal, coaching and counseling skills

  • Excellent problem resolution and customer service skills

  • Good math aptitude

  • Excellent verbal and written communication skills

  • Excellent organizational and time management skills

  • Ability to work in a fast pace environment

  • Professional demeanor and appearance


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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