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Date Added: Sat 18/07/2020

Member Experience Agent

Ewing, New Jersey, US
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Company: CENLAR FSB

Job Type: Permanent, FullTime

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 Member
Experience Agent.

Responsibilities
* Open, track, follow up and close the loop on all credit union tasks to
ensure member satisfaction while maintaining service level agreement
(SLA) compliance.
* Ensure that SLA requirements are met by collaborating with other
departments to research and resolve member questions and issues until a
resolution is provided.
* Support department coworkers, department management, and executives to
help provide superior service and meet deadlines and goals.
* Keep supervisor/manager advised of all issues, work status, unresolved
escalated items and/or potential risk/exposure issues.
* Maintain a working relationship with vendors to act as advocate for any
loss draft claims.
* Assist in the compilation, monitoring, preparing, editing, reviewing and
distribution of various reports.
* Own and resolve any and all issues that may arise during status or
resolution updates.
* Identify trending issues and provide suggested process improvements and
changes.
* Participate in client-facing meetings as needed.
* Respond to incoming email inquiries from internal and external sources in
a high-volume environment. Promptly and effectively resolve critical
issues or escalate as needed.
* Place outbound calls to close the loop with members by providing status
or resolution updates in line with SLAs.Review and respond timely to loan
level inquiries and complete any necessary maintenance on the servicing
system.
* Maintain consistent attendance to ensure fulfillment of essential duties
and responsibilities.
* Other duties as assigned.
*

Qualifications
* College degree preferred
* Three or more years mortgage experience with a focus on customer
service preferred
* Experience with tax, insurance and claims preferred
* Working knowledge of mortgage servicing systems, such as MSP/Black
Knight, NCP, Smartflow, Synergy, MetaStor, and Rekon
* Excellent problem resolution skills, with the ability to identify and
prevent escalations
* Excellent verbal and written communication skills
* Ability to critically think and identify root-cause issues
* Ability to work independently or with minimal supervision.
* Ability to multi-task and work successfully in a fast-paced environment
* Drive to actively follow through on all existing, incoming and pending
assignments
* Flexibility and willingness to work as a team
* Proficiency in Microsoft Office suite, particularly Word, Excel, and
Outlook
*

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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