Team Lead, Mortgage Servicing (SPOC)
Cenlar

Tempe, Arizona

Posted in Financial Services


This job has expired.

Job Info


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 Team Lead, Mortgage Servicing.

The Team Lead, Mortgage Servicing provides support to Supervisors and Managers with the day-to-day functions of the department. This may include tracking team members' productivity and effectiveness, and ensuring regulatory compliance requirements and SLAs are met.

Responsibilities:

  • Observes and mentor team members with side by side coaching and evaluation
  • Coaches staff to help them reach acceptable levels of performance in production and accuracy
  • Assists in New Hire Training Program during observation, classroom and controlled environment
  • Provides assistance to the team and acts as point person for immediate assistance
  • Assists with dialer responsibilities and monitors agent activity in UIP
  • Assists dialer in launching and correcting daily campaign flow
  • Assists with inbound call volumes when needed
  • Handles 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 (Late Fee Waivers)
  • Handles escalated calls and customer disputes and resolves accordingly by researching issue and providing written explanations
  • provides detailed and accurate documentation as requested by customer/client
  • May participate in client visits to represent Call Center
  • ssists with Customer Survey Reviews and Calibration calls as needed
  • May assist in reviewing quality performance measurements and provide input for coaching sessions
  • May act as a Supervisory backup for the weekend staff
  • Assures Call Center maintains CFPB standards by monitoring workflow
  • •rovides continual training on new or updated processes with the Call Center Floor
  • Assists in scheduling and time management
  • Other duties as assigned by supervisor
Qualififcations:
  • High School Diploma or GED required
  • Bachelor's Degree preferred or equivalent work experience in the industry and call center
  • 5+ years of Customer Service/Mortgage Banking Experience in a Call Center preferred
  • Flexibility and ability to adapt to change quickly
  • Ability to work with all levels of management
  • Excellent Listening skills
  • Excellent written and verbal communication skills and good math aptitude.
  • Mortgage Servicing experience preferred
  • Must have excellent dependability record
  • It is critical that you have an understanding of the following:
  • Requirements under the Fair Debt Collections Practices Act (FDCPA), specifically Prohibitions on Contact with Debtors, Disclosing Debt, and the Mini-Miranda. In addition, you should know FDCPA requirements for Handling of Disputes, Applying Payments and Complying with Cease and Desist Requests.
  • Requirements under the Telephone Consumer Protection Act (TCPA), specifically Restrictions on Timing of Calls and Phone Contact.
  • Requirements under the Real Estate Settlement Procedures Act (RESPA), specifically Early Intervention and Continuity of Contact.
  • Requirements under the Truth in Lending Act (TILA), specifically crediting of payments and requests for payoff amounts.
  • Requirements under the NACHA Rules and Electronic Funds Transfer Act (EFTA), specifically those rules pertaining to taking ACH payments over the phone.
  • Requirements under the Fair Credit Reporting Act (FCRA), specifically handling credit bureau disputes.
  • Requirements under the Service members Civil Relief Act (SCRA), specifically the rights and protections afforded to Service members.
  • Requirements under the Gramm-Leach-Bliley Act (GLBA) and Regulation P, specifically those dealing with protecting customer privacy and consumer financial information.
  • Requirements under the Equal Credit Opportunity Act (ECOA) and the Fair Housing Act (FHA), specifically the general prohibition on discrimination in lending (and servicing).
  • Requirements under the bankruptcy law, specifically the automatic stay from collections
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.


This job has expired.

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