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Business Analyst/Project Manager

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 Business Analyst/Project Manager.


Essential Functions:

The main role of the Business Analysis will be to review, analyze, and evaluate business systems used to support the organization. Formulates systems to parallel overall business strategies. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and guided by corporate goals and objectives to perform the functions of the job. Act as Compliance Liaison for all Customer Interaction areas and the Corporate Compliance Committee. Manage the processes and controls in place to ensure compliance and ensure constant review of regulations. 

The BA will build and maintain relationships with key individuals within the organization business teams and use these relationships to align the needs within the Customer Interaction units. In essence, the Business Analyst is an information delivery manager handling the coordination of Quality, MIS Support Services and the supporting organization business needs.  This individual will also act as direct back up to the Customer Interaction Manager in overseeing the servicing operations in their absence.



  • Complete routine and detailed analysis of complex data sets.  Proactively provide leadership with data driven decision points.  Lead and execute on recommendations.

  • Act as an escalation/contact point between the end user and the business teams which include, but not limited to Customer Interaction Department (CID) and MIS support services.

  • Review Compliance rules and regulations on a regular basis to ensure that CI departments are kept current and are in compliance, putting policies and procedures in place and managing the controls.

  • The monitoring of the Service Level Agreements (SLA's) related to all client contract agreements in conjunction with the Customer Interaction areas.

  • Evaluate options and plan/manage the implementation of enhanced business solutions.

  • Develop and maintain quality procedures and measures for the Quality, Customer Interaction Department (CID) to ensure appropriate documentation is in place.

  • Work closely with with management within Customer Interaction and throughout the organization in order to identify the effectiveness of CID and the services it provides.

  • Keep abreast of developments within the broad area of IT and look for opportunities to apply them to the company/department goals.

  • Responsible for all tracking, reporting within CID for clients, providing weekly/monthly reporting directly to clients and/or Client Relations team.

  • Responsible for real time monitoring of call traffic and all scheduling of call distribution.

  • Responsible for all testing of phone lines, systems and IVR accessibility.

  • Acts as direct liaison with Telecommunications and MIS Support management, ensuring continuity of service.

  • Acts as Director Administrator, setting up tasks, queues and troubleshooting problems.

  • Assist in call handling for both inbound and outbound customer calls.

  • Responsible for daily and monthly senior management reporting.

  • Overseeing team within responsibilities of development and overall job performance.

  • Work with Risk Management in providing all required data for analysis.

  • Maintenance of skill sets on all private label and non-private label queues.

  • Oversee Outbound Calling Programs, reporting to management and client results.r

  • Responsible for all duties/assignments requested by CID Director.

  • Responsible for the Global initiatives in reporting, analytics and oversight of the relationship.

  • Maintains the management over the selected projects assigned to include resource commitments.

  • Facilitates development of project plans, schedules and budgets.

  • Acts as direct back up to Customer Interaction Manager for various areas in their absence.

  • Other duties as assigned.



  • External - Clients, Vendors
  • Internal - All Levels and Areas within Company.



  • Related experience of 4-5 years of customer service delivery experience within the Mortgage Banking industry and/or a 4 year College Degree is preferred.

  • Self Motivated

  • Excellent critical thinking and logical reasoning abilities

  • Organizational Skills

  • Excellent Verbal and Written Skills

  • Ability to Multi-Task

  • Ability to work with all levels of individuals as a teamplayer or in leadership role

  • Experience in creating, updating and maintaining product requirements

  • Working knowledge of Microsoft Office Package, LPS, Passport, Monarch, Paradox , Cenbase, Symposium, Director, Erlang a plus


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. We are conveniently located off I-95 in Mercer County, New Jersey. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO.


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