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Default Loan Servicing Lead

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 Default Loan Servicing Lead.



  • Provide support to department supervisor with daily functions relative to agent productivity and effectiveness, regulatory compliance requirements, and maintenance of service level agreements (SLA’s), while representing the company in a professional and customer-service-oriented manner.

  • Observe and mentor agents; provide side-by-side coaching and evaluation; assist in reaching acceptable levels of performance in production and accuracy.

  • Provide continual training of staff on new or updated processes within the call center floor.

  • Assist in scheduling and time management.

  • Ensure Call Center maintains Consumer Financial Protection Bureau (CFPB) standards by monitoring workflow.

  • Assist with predictive dialer responsibilities, including monitoring agents’ dialer activity and launching and correcting daily campaign flow.

  • Assist with inbound call volumes.

  • Handle weekly/monthly processing of the following:

    • Collection default payment log

    • Task processing/state compliance issues

    • Skip tracing and field chase ordering/updating/billing

    • Collection workstation loan maintenance

    • Collection task completion, including late fee waivers

  • Manage escalated calls and customer disputes; resolve accordingly.

  • Handle client driven requests, i.e. reports and calls.

  • Act as a supervisory backup for the weekend staff.

  • Other duties as assigned.



  • 4-year degree preferred

  • 5 years’ collection/call center experience, preferably in mortgage servicing

  • Excellent listening and communication skills, written and verbal

  • Ability to be flexible, dependable, and adapt quickly

  • Ability to work with all levels of management

  • Aptitude for business math


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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