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Default Loan Servicing Supervisor

Cenlar FSB Tempe Full-Time
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Who is Cenlar?

You are.

Employee-owners have made Cenlar one of the nation’s largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Default Loan Servicing Supervisor.


  • Oversee and supervise the day-to-day functions on the collection floor relative to the productivity and effectiveness of all agents, regulatory compliance requirements, and client service-level agreements.

  • Manage and see that the team’s daily responsibilities and functions are completed in a timely manner. Work with staff to implement and enforce daily performance measurements.

  • Work with management team to identify areas of opportunity to increase agent productivity within the collection department.

  • Assist in the management of the collection staff in an effort to reach defined service-level expectations.

  • Assist the staff in the development and implementation of new processes to increase overall department efficiency and results.

  • Motivate staff to reach desired goals and to promote superior professionalism during all customer interactions.

  • Assist in identifying delinquency trends and potential exposure that would negatively impact the company from a compensatory perspective. Recommend and assist in the development and implementation procedures to maximize efficiencies and reduce risk.

  • Perform quality agent reviews.

  • Produce weekly/monthly reports to management relative to collection statistics.

  • Conduct coaching/counseling sessions with employees as needed.

  • Oversee special project initiatives and engage staff relative to compliance requirements and process implementation.

  • Monitor call center metrics, delinquency trends and potential problems impacting service-level agreements.

  • Ensure refresher training classes are completed relative to new clients and/or processes.

  • Ensure all state regulations are adhered to, and utilize tracking metrics to ensure compliance.

  • Facilitate monthly incentive programs within the department to increase results while promoting a positive environment.

  • Participate in client conference calls to address current delinquency trends or concerns.


  • 4-year degree preferred

  • 5 years’ industry and collections call center experience with at least 2 years’ supervisory experience

  • Ability to be flexible and adapt to change

  • Ability to work with all levels of management

  • Excellent organizational and time management skills

  • Ability to work in a fast-paced environment

  • Excellent problem resolution and customer service skills

  • Strong leadership, coaching, and counseling skills

  • Excellent written and verbal communication and interpersonal skills

  • Aptitude for business math

Total Rewards:

Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO .

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Recommended skills

Time Management
Complex Problem Solving
Interpersonal Skills
Verbal Communication
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Cenlar FSB, headquartered in Ewing, New Jersey, is the country’s leading mortgage subservicing company, serving banks, thrifts, credit unions, mortgage companies, and other participants in the financial industry. With more than a century of doing business in all facets of mortgage and banking operations, we are industry rated and audited regularly by independent third parties. Our commitment to customer satisfaction, teamwork and effective management continues to earn us the number one position in the subservicing arena.

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