Pros: pay pretty decent, bday parties
Cons: working conditions were hostile, and management inability to fix or try to resolve issues. favoritism among employees, discrimination and immature management style
A Review from a Previous Employee:
Under-educated, Under-Experienced, Ill-Managed (and that's just the management ).
This company prides itself on being "an employee owned company", yet they are all about self. Their customer service department is managed by a bunch of emasculating, over-bearing, fat, envious women and soft-spoken, emasculated, "keep your head tucked low", smile in your face but really hate the job just as bad as you, men.
Most of the managers there don't have a college degree background, they just "worked" their way up the ranks from customer service rep, to ops supervisor, to service leader and in some cases call center manager. And are threatened and intimidated by the young, educated women who come and actually show they know and have what it takes to complete the job. They punish their smartest reps with warnings and vindictive stints to keep them trapped in customer service.
They literally hire anyone that comes in to the job fairs. The job itself is so depressing that there are temps that are taking anti-depressants just to cope with the unbearable conditions.
You sit in a dreary cubicle, with supervisors hounding you about unfinished tasks and unrealistic talk times while there are bigger issues that need to be resolved to keep homes from avoiding foreclosure.
The tax vendor would forget to pay property taxes in some cases or pay them late causing some homeowners to have penalty charges. Quite often I have seen cases of possible sheriff's sales all because when the loan was set up we didn't receive a tax bill or bother to check to see which quarter – more... taxes were last paid.
Even worse is the insurance department ! I have witnessed and heard instances of HORROR STORIES when it comes to insurance. Their sub-contractor, a South Carolina based company, has gone on record for paying the 1) wrong insurance company, causing polices to lapse 2) the wrong amount of insurance premium, causing an advance balance in escrow 3) sending out payments to 2 different ins companies, and not replenishing the shortage caused by the double payment, 4) never updating the Insurance information in an account, therefore never paying the premium to renew The policy, which then results in their current policy being cancelled and then Cenlar force placing insurance for however many months you weren't covered.
The rules and regulations constantly change throughout the day and the only communication you get is via email. There is no value for team work, in fact they encourage you not to consult your peers for help, instead they want you to resort a non-user-friendly manual that's a hyperlink and it's never updated. In other cases you can either try your luck by dialing the assistance/supervisor line which is about the chance you winning the power ball that you'll get a rep that can give a consistent answer. Most people provide assistance based on their experience with other customers.
Bottom Line, this is a horrible loan servicer company, which I will thank for providing me an inside look into the mortgage industry practices, all the while scaring me from ever purchasing a home for the very simple
possibility of it ever being serviced by Cenlar.
They don't provide adequate training to their employees, and the inter-departmental handlings of crises are nothing but a mere finger-pointing and blame game, until presented with a presidential complaint then everyone wants to play nice. Therefore, that is why you will never get the same answer or response when you call customer service. If that rep took the time to self learn the manual then you may have a shot, otherwise you're dealing with a melting pot of ego, confusion, and the poor peoples of America's mortgages.
The fact of the matter is, the issue will never be resolved when you don't have people who truly care about the welfare of its homeowners. Managing, mentoring, and mitigating. I really do pray and hope change will come for this company. – less