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Executive Resolution Analyst

City: Tempe
State/Territory: US-AZ

Description

Start something good. Empower your career. Become an employee owner at Cenlar.

Employee owners have made Cenlar the nation’s leading mortgage loan subservicer.  Our unique culture is defined by our core values of respect, trust, integrity and care. Company ownership, a promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career. Consider this opportunity to join our team as a Executive Resolution Analyst. 

The Executive Resolution Analyst is an in-depth customer service-focused role to manage the customer’s experience through researching, resolving, and responding to customer escalations, primarily Level 3 complaints.

Responsibilities:

  • Reviews, researches and responds to all Level 3 complaints as defined by the approved Complaint Policy and within required due dates
  • Rapidly assimilates a range of complex information and make expert decisions/judgments to accurately respond to L3 complaints
  • Accurately identifies root cause and follows through with remediation and/or process improvement recommendations 
  • Responds in written or verbal communication to borrowers, clients, regulatory agencies, attorneys and executive leaders professionally  and with accurate information 
  • Utilizes effective de-escalation skills to create exceptional borrower experiences 
  • Partners with business partners throughout the organization to research and resolve complaints while adhering to  regulatory requirements and/or client SLA’s
  • Effectively handles competing demands ensuring key priorities and deadlines are met through organization and time management
  • Works closely with internal/external business partners (clients, vendors) on daily requests/inquiries 
  • Manages workload in conjunction with performance and quality metrics, utilizing resources and escalation processes
  • Through effective problem solving, identifies complaints that require escalation to supervisors for exception resolution
  • Keeps abreast of new rules and regulations in conjunction with federal and state requirements.       
  • Researches and resolves all complaint types with minimal dependency on business units for guidance
  • Provides support to clients through ongoing interaction while representing Complaint Management in meetings
  • Leads and provides direction to staff as assigned by Complaint Management supervisor
  • Interacts directly with CEO, COO and executive leaders on the resolution of highly escalated complaints
  • Serves as an escalation point for ER Specialist I and ER Specialist II by partnering with senior leaders for timely resolution of complaints
  • Assists co-workers by providing advice and direction on accurate and timely completion of L3 complaints
  • Participates in and/or lead projects related to Complaint Management work
  • Assists with load balancing of work items and overall team pipeline management
  • Other duties as assigned

Qualifications:

  • Bachelor’s degree or equivalent work experience required
  • 5+ years Mortgage Servicing experience (Performing and/or Non-Performing) required
  • Compliance/Risk background a plus  
  • Excellent verbal and written communication skills 
  • Excellent organizational and time management skills  
  • Ability to prioritize competing demands
  • Excellent interpersonal skills
  • Ability to resolve complex and multi-dimensional customer complaints
  • Ability to effectively de-escalate irate borrowers 
  • Ability to multi-task
  • Experience with Word, Excel, PowerPoint and SharePoint 
  • Experience with Black Knight/ MSP and Salesforce preferred
  • Ability to effectively interact with executive and senior level leadership
  • Strong presentation skills
  • Ability to navigate through conflict
  • Possess the ability to be influential

Total Rewards:

As an employee-owner at Cenlar, you’ll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.

Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.



 


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