Collection specialist

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 (i.e. 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)

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

Monday to Friday

Rotating weekends

Work setting : Call center

Call center

Hybrid work

Application Question(s) :

Please confirm the best phone number and email address to contact you.

Education :

Experience :

collections : 2 years (Preferred)

Call Mortgage : 2 years (Preferred)

Ability to Commute :

Tempe, AZ (Preferred)

Work Location : Hybrid remote in Tempe, AZ

Last updated : 2024-05-11