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Operations Auditor

City: Tempe
State/Territory: US-AZ


Start something good. Empower your career. Become an employee owner at Cenlar.

Employee owners have made Cenlar the nation’s leading mortgage loan subservicer.  Our unique culture is defined by our core values of respect, trust, integrity and care. Company ownership, 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 an Operations Auditor.

The Operations Auditors will be responsible for completing all external audit requests received from State and Federal Regulatory Agencies, Investors and Clients primarily related to either Tax, Hazard Insurance, Flood Insurance, Loss Drafts, Escrow Analysis, or Interest on Escrow, PMI, MIP, SCRA, HELOC and ARMs functions. This role will also include testing and trend analysis related to either HELOC, Tax, Insurance Key Performance Indicators (KPI’s), Key Risk Indicators (KRI’s) and/or Service Level Agreements (SLA’s) for respective clients to ensure their compliance.


  • Effectively communicates factual results of investigative research to audit requestors, including findings, exceptions or missing information
  • Works closely and in conjunction with External Audit and various Department managers to obtain and compile required documentation for audit requests
  • Ensures all assigned audit deliverables are provided accurately and within the required timelines
  • Manages all of the interdepartmental communications processes, including verification of information for all audit requests
  • Facilitates all-time and volume tracking, and maintains history of audit findings and remediation plans
  • Creates trending analysis for audits based on findings and clients
  • Communicates and provides any feedback that may affect audit requirements
  • Prepares comprehensive audit packages by defined deadline, centering on all areas of servicing; ensures all client audit deliverables are provided within required timelines
  • Identifies work effort involvement in order to report information to the Client Relations department for the purpose of client reporting
  • Develops various policies and procedures for clients based on audit requirements and maintains a workflow description or template for future audits
  • Reviews quality control testing results for a function(s) within Borrower Communications (Escrow, Special Products, or HELOC) performed either internally or via vendors with major emphasis on all critical functions tested monthly
  • Assists as needed on internal audits
  • Other duties and special projects as assigned

Borrower Experience

  • Responsible for the design, development and facilitation of training programs to satisfy Borrower Experience training requirements
  • Partners with Corporate Training to develop formal Borrower Experience training curriculums and modules
  • Observes trainees during class; evaluates and documents their performance, attendance and assessment scores on a regular basis during the training period
  • Responsible for communicating training observations, concerns, updates and performance during training period to management
  • Provides effective coaching, motivation and mentoring to staff in training to promote employee satisfaction during and after the training period
  • Conducts Needs Assessments with management to identify training requirements
  • Evaluates existing departmental procedures, updates and documents all procedures online; creates procedures if none exist
  • Gathers, assesses, and confirms interpretation of new and/or changing policies, programs, and charters to ensure that all documents capture a complete view of all activities and processes within Borrower Experience and across business areas company-wide
  • Collaborates with necessary stakeholders to have all policies, procedures, documents, and processes reviewed, revised, edited, approved and finalized for publication within compliant timeframes
  • Responsible for the development, creation, and implementation of for the department(s)
  • Responsible for maintaining as needed based on system enhancements, operational changes, and regulatory/policy changes
  • Responsible for maintaining communication channels and effectively communicating new, updated, or revised procedures or processes to the department(s)
  • Ensures all assigned publications are free of typographical, format, and layout errors
  • Responsible for representing Borrower Experience Executive Resolution and Quality departments in company-wide projects
  • Other duties and special projects as assigned


  • Bachelor’s degree or equivalent work experience preferred
  • 5+ years combined mortgage servicing or mortgage banking experience
  • Experience with real estate/insurance, compliance, and regulatory guidelines preferred
  • Knowledge of audits, investor relationships and mortgage originations preferred
  • Strong analytical skills
  • Excellent written/verbal communication and interpersonal skills
  • Excellent organizational and project management skills with attention to detail and ability to multi-task
  • Ability to work independently
  • Availability to work overtime
  • Proficiency in Microsoft Office suite, particularly Word, Excel, and Access

Total Rewards:

As an employee-owner 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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