Supervisor, Satisfaction

Supervisor, Satisfaction

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 Supervisor, Satisfaction oversees responsibility for the department, problem solving for client and borrower inquiries or issues, tracking employee productivity and interfacing with external vendors. This role assists in the training and development of all staff and provides high level of internal customer service. The Supervisor must be knowledgeable in Satisfaction Document Supervisor responsibilities.

Responsibilities:

• Supervises all departmental employees responsible for satisfaction processing, research and search request processing
• Researches outstanding items and resolve problem items including but not limited to unsatisfied loans, missing assignments, returns from the county, incorrect endorsements, vesting issues, Presidential and OTS complaints
• Keeps up to date on all regulatory requirements affecting the processing of satisfactions and releases
• Completes daily reconciliation of Fidelity downloads to Rekon and maintain record of any discrepancies for audit purposes
• Maintains documentation such as Power’s of Attorney and vesting language
• Ensures Rekon Administration requirements are current
• Interfaces and acts as the contact for Rekon
• Completes daily reporting to Senior Management on Satisfaction Department’s previous day‘s production
• Monitors employee productivity, taking corrective actions as needed and reporting to the department manager
• Provides day to day support and training for staff members, interacting in a hands-on manner
• Maintains up-to-day Policy and Procedures for all Satisfaction personnel responsibilities
• Keeps the department manager informed of all issues or concerns that arise from the department staff , from other departments or from external parties
• Participates in the hiring and firing decisions for direct reports
• Participates/represents the satisfactions department, as required, in corporate initiatives
• Assists in the continuing documentation of work policies and procedures
• Maintains up-to-date Notary Public license
• Meets departmental standards for processing time and accuracy
• Performs all other responsibilities as assigned
• Consistently complies with all company guidelines and policies
• 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

Qualifications:

• Bachelor’s degree or equivalent work experience required
• Must possess extensive knowledge and experience in satisfaction document requirements
• 2 to 4 years mortgage banking experience required with Satisfaction/release experience desired but not required
• Knowledge of the regulatory requirements for satisfactions and releases
• Demonstrated analytical and problem solving skills as well as the ability to manage multiple tasks and work within a deadline
• Excellent verbal and written communication and interpersonal skills as well as the ability to work as a team member in a diverse workforce
• Have a clear understanding of the chain of title documentation that is required by the counties and the satisfaction process
• Must possess Excel spreadsheet and Word expertise
• Desire to provide the highest level of service to clients and their customers
• Excellent organizational, communication and interpersonal skills
• Be able to work in a fast paced environment
• Comprehensive and in-dept working knowledge of Fidelity, Rekon, specific clientprocedures and Document Custodian details
• Must be knowledgeable of up-to-date county recording requirements
• It is critical that you have an understanding of requirements under various state laws

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.