Start something good. Empower your career.

Cenlar is the nation's leading mortgage loan subservicer. Our unique culture is defined by our core values of respect, trust, integrity and care. 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 Mortgage Servicing Professional (MSP), Collections I.

The Mortgage Servicing Professional (MSP), Collections I is responsible for handling mortgage servicing of early stage collections calls (
Responsibilities:

Handles all levels of mortgage collections inquiries (ie processing payments, setting up repayment plans, and delinquency negotiation for curing the delinquency)
Researches and resolves inquiries and Level 1 complaints via the phone, with a focus on providing first call resolution
Monitors the status of delinquent accounts
Initiates collection actions by notifying account holders and cosigners of delinquent status
Ability to work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivity
Promotes products and services with a focus on customer satisfaction and retention
Responsible for working to meet individual, team, and departmental goals for service level agreements and client satisfaction on a daily basis
Completes other duties and projects as assigned by the supervisor/manager
Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Interface:

External - Mortgagors, Real estate Agents, Title Insurance Representatives, Investors, and Clients
Internal - All internal departments throughout the company, primary focus on servicing areas: Customer Service, Client Relations, Cash Management, Payoffs, Default, Insurance, Tax, Special Products, Exception Processing

Qualifications:

High school degree or GED required
Minimum of 1 year of experience in the mortgage servicing industry and/or call center environment
Participates in a comprehensive training program, meeting assessment requirements throughout
Successful completion of New Hire Training Program
Strong work ethic including strict adherence to work schedule times and deadlines
Flexibility and ability to adapt to change quickly
Ability to work with all levels of management
Strong interpersonal relationship skills
Strong written and verbal communication skills
Excellent Listening skills
Strong problem resolution skills
Must be able to work nights and weekends; variable schedule(s) as necessary
Candidates will be assessed based on relevant skills and experience

It is critical that you have an understanding of the following:

Requirements under Telephone Consumer Protection Act, specifically Exemptions and Other Provisions
Requirements under FDCPA Fair Debt and Collections Practices Act
Requirements under Regulation E (Electronic Funds Transfer Act), specifically, Coverage, Initial Disclosures and Preauthorized Transfers
Requirements under Regulation Z (Truth in Lending Act), specifically Prohibited Acts or Practices and Certain Requirements for Credit Secured by a Dwelling
Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Mortgage Servicing Transfers
Requirements under Regulation V (Fair Credit Reporting Act), specifically Reasonable Policies and Procedures Concerning the Accuracy and Integrity Furnished Information
Requirements under the Service member Civil Relief Act, specifically Notification of Being Called for Active Duty
Requirements under Flood Disaster Protection Act

Total Rewards:

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.

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:
401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Referral program
Tuition reimbursement
Vision insurance
Weekly day range:
Monday to Friday
Rotating weekends
Work setting:
Call center
Hybrid work

Application Question(s):
Please confirm the best phone number and email address to contact you.

Education:
High school or equivalent (Required)

Experience:
collections: 2 years (Preferred)
Call Mortgage: 2 years (Preferred)

Ability to Commute:
Tempe, AZ (Preferred)

Work Location: Hybrid remote in Tempe, AZ