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Quality Specialist-Claims

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 a Quality Specialist.

The Quality Specialist reviews requests and determines applicant eligibility based on investor guidelines and loan documentation.  The Quality Specialist will perform timely and accurate reviews per scheduled quality assurance/control plan, which conducts testing of key procedures and controls within all key business units, unexplained variances of key indicators, and updates to procedures, controls and procedure outputs.


Borrower Operations

  • Reviews assumption/release of liability requests and determines applicant eligibility based on investor guidelines and loan documentation
  • Responsible for the daily closure of all approved complaint cases; ensures package is accurate and completed in a timely manner
  • Accurately prepares and promptly mails/uploads all required documentation and disclosures to regulatory agencies (Loan Estimate, Closing Disclosure, ECOA, NOIA, Adverse Action, etc.); works in conjunction with management for the quality review completion of the final product
  • Serves as the primary point of contact for the assuming and selling borrower(s) from opening to closing (includes mail, phone and email)
  • Performs timely and accurate call reviews for research requests
  • Assists applicants and borrowers with completing applications, submitting documentation needed to satisfy underwriting requirements and educating customers on the process and applicable timelines
  • Requests, and reviews third-party information (for example, title report, Verification of Employment, credit reports, etc.) and ensure it’s added to applicant’s file
  • Ensures that complete and accurate packages are submitted to underwriting in compliance with applicable timelines
  • Communicates any stipulations, conditions, underwriting decisions or other pertinent information to the borrower clearly, accurately and timely
  • Accurately inputs loan and applicant information into assumption software
  • Obtains final assumption and release of liability approval from investor and partner with borrowers and third-parties to set closing dates
  • Facilitates quality monitoring processes within business unit
  • Accurately prepares Assumption/Release of Liability agreements and all supporting documentation needed for closing
  • Coordinates and assists Title Company to ensure closing occurs on time
  • Updates the system of record with the new borrower information after closing
  • Ensures recorded documents are received after closing
  • Partners with Quality Analysts to facilitate control activity within the business unit
  • Researches regulatory and investor updates to ensure processes and procedures meet requirements
  • Supports audit requests to ensure that all requirements are met
  • May be responsible for the uploading of complaint responses in Synergy for printing via the assigned vendor
  • Assists with the training of new employees as needed
  • Other duties as assigned

Default Operations

  • Perform timely and accurate reviews per scheduled quality assurance/control plan, which conducts testing of key procedures and controls within all key business units, unexplained variances of key indicators, and updates to procedures, controls and procedure outputs
  • Ensure test templates are updated with the most recent procedural/regulatory changes, and create and conduct testing per quality assurance/control departmental procedures
  • Remain cognizant of relevant quality assurance/control policies and procedures
  • Perform processes used for sample selection
  • Interpret regulatory requirements and investor guidelines and manage a tracking/reporting mechanism to periodically communicate results and opportunities identified
  • Follow Standard Operating Procedures on all federal and state laws, investor/guarantor requirements and business policies and procedures
  • Stay abreast of policy and regulatory changes to maintain subject-matter expertise

Core Operations

  • Performs periodic desk audits and maintain backup for audits to ensure service excellence as it relates to item processing functions
  • Partners with the supervisor to identify optimal workforce management rules by calibrating team members’ competencies with daily workflow requirements to ensure regulatory compliance and compliance with contractual SLAs
  • Management of the payment clearing bank account and other bank/general ledger accounts assigned to Payment Processing Department.  Monitors to ensure team members timely identify and clear open debits and credits in the accounts
  • Assists with statistical reporting for departmental functions
  • Coordinates escheatment activities for department
  • Facilitates periodic calibration sessions with internal business partners as needed to ensure service excellence
  • Participates in the development, maintenance and accuracy of department policies and procedures
  • Acts as the first point of contact to the processing staff for questions and assistance
  • Participates in client visits or conference calls, as needed
  • Other duties and projects as assigned


  • Bachelor’s degree preferred, but not required
  • Minimum 3 years of mortgage loan servicing preferred
  • Detailed knowledge of VA, FHA, and conventional assumption requirements
  • Must be proficient with the calculation of income and assets
  • Demonstrate interpersonal, organizational and time management skills
  • Ability to solve problems autonomously
  • Calyx experience preferred, but not required
  • Experience with Black Knight MSP platform preferred
  • Knowledge of other programs such as Excel, Word, Cenbase, and Synergy
  • Excellent written and verbal communication skills and math aptitude
  • Excellent problem resolution and organization skills
  • Strong analytical skills and attention to detail
  • Ability to meet deadlines and productivity goals
  • Must have an excellent record of dependability
  • Some overtime required, must be able to work with a flexible schedule

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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