Universal Service Agent II

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.

 

The Universal Service Agent is responsible to be agile and adeptly support phone, chat, email, and back-office tasks, ensuring seamless service across all customer interaction channels. The agent will have exceptional communication skills, a customer-centric attitude, and the ability to adapt to changing work environments and demands.

Responsibilities

Respond promptly and professionally to customer inquiries via phone, chat, and email. Provide accurate information and resolutions to homeowners' requests and concerns. Maintain a high level of empathy and understanding in all customer interactions. Flexibly switch between various support channels (phone, chat, email) based on business needs. Ensure consistency in service quality across all interaction methods. Handle back-office tasks including but not limited to data entry, account updates, and processing requests. Identify and escalate complex issues to appropriate departments for resolution. Utilize critical thinking skills to troubleshoot and resolve customer issues efficiently. Follow up on unresolved inquiries to ensure customer satisfaction. Work closely with team members and other departments to ensure a cohesive service experience. Participate in regular training sessions to stay updated on company products, services, and policies. Share insights and feedback to improve overall customer service processes. Meet or exceed established performance targets and service level agreements (SLAs). Maintain accurate records of customer interactions and transactions. Contribute to continuous improvement initiatives within the customer service department. Handle escalated customer inquiries and complaints with a higher degree of complexity. Serve as a point of contact for difficult or sensitive issues, ensuring a positive resolution. Provide guidance and support to entry-level agents. Assist in the training and onboarding of new team members. Conduct quality checks on customer interactions to ensure adherence to company standards. Provide feedback and coaching to improve service delivery. Assist in generating reports and analyzing data to identify trends and areas for improvement. Monitor key performance indicators (KPIs) and suggest improvements.

Interface:

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

Qualifications:

Associate’s degree and/or combination of post-secondary education and experience 3-4 years of experience in industry, call center environment and/or customer service General mortgage banking knowledge Meet performance metric requirements for 12 months (including tasks and emails) 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 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 Regulation X (Real Estate Settlement Procedures Act), specifically Requests for Information and Escrow Accounts Requirements under the Homeowners Protection Act, specifically, Cancellation and Termination of Private Mortgage Insurance (PMI): Non-High-Risk Residential Mortgage Transactions 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.

 

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