Client Specialist

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 Client Specialist. 

The Client Specialist is responsible for servicing and solving client loan level inquires. This includes but not limited to managing daily email, case tickets and telephonic interactions with our clients.  Client Specialists must provide extraordinary client service, while adhering to compliance, regulatory and company policies and procedures.  The position requires efficient delivery of service, while managing to client contractual service level agreements, performance metrics and financial commitments.

Responsibilities:

• Researches and resolves customer/client issues 
• Meets and exceeds Operating Standards and Quality Performance Measurements on a consistent basis
• Handles challenging and escalated calls, resolving to 100%  satisfaction, providing WOW service consistently
• Participates in client visits, representing the Cenlar Participates in Client Culture training and maintain current knowledge on all products, services and aspects of clients
• Responsible responding to client requests specific to a loan account
• Acts as role model among team, department, and company in actions and words
• Participates in ongoing refresher training sessions to ensure client culture and philosophy is maintained at all times
• Works in conjunction with various departments to ensure timeliness of all issues that are unable to be resolved at one touch
• Responsible for follow up to ensure satisfaction on open/unresolved requests
• Contacts insurance and tax offices to verify and confirm customer information to ensure proactive customer satisfaction
• Participates departmental campaigns for motivational and performance enhancements
• Demonstrates leadership skills in daily activities within the department and company
• Other duties and projects as assigned

Qualifications:

• Bachelor’s degree or customer service/mortgage banking experience in a call center environment required
• Mortgage Servicing experience preferred
• Excellent written and verbal communication skills and good math aptitude
• Excellent problem resolution skills with ability to identify root cause issues.
• Possess a professional and positive attitude
• Ability to work in a fast pace environment
• Flexible and dependable 
• Work overtime, weekends and holidays as needed

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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