Supervisors are not professional..they lie and pick favorites to move up so if you are not friends with higher ups you do not move anywhere. They block advancements if they are aware of them in advance.
New Loans (Current Employee) – Ewing, NJ – June 28, 2018
My employment at Cenlar started well and I was proud to say I worked for the company. Over the past 18 months or so, I have seen the company take a slow but severe turn for the worse with an ever shifting focus away from employees and work/life balance and towards "the bottom line" and cost cutting measures. This has lead to very overworked and low morale employees, employee and client dissatisfaction. Management changes in my department in particular has seen my entire department dread coming to work every day which is sad since this used to be such a great department and company to work for.
bonuses, employee stock.
New management who don't care and blow smoke, focus on only the bottom line, cost cutting measures
The pay is good with yearly reviews which determines your raise. With that being said when you consider all the things you have to go through on the phone, you’ll realize you deserve every penny. Management rarely takes escalated calls although there’s always an issue. Departments that should take their own calls like taxes, insurance, foreclosure underwriters and closers, simply do not so that leaves the collections reps to explain things they have no knowledge of. Then when you try to do your best and help a home owner it goes unnoticed or you get complaints about how long your call was. Ultimately you except that no matter how many times you go (or try to go) above and beyond to fix the repeated errors, you’re just one person and you can’t undo the mistakes an entire department. Good luck with management, it’s seems if you’re a hard worker it’ll go unnoticed unless you’re a brown noser. I watched people with terrible calls and QA scores get better reviews than others just because they were close to the supervisor.
Cenlar is a good company but they grew to fast and are under staffed which puts a strain on their employees. As far as posting out for new positions they really lack in that department. You post and never receive a response or if lucky enough to get an interview it's the same thing.
Customer Service Representative (Current Employee) – Ewing, NJ – May 26, 2018
I have been working at Cenlar full-time (More than 3 years)
Pros: Decent building, steady pay, right off I95
Cons: Where do I start? Do not take a job as a customer service representative. No work-life balance. Eight hours in a cube where you get the same half dozen type of calls. 1. "I want to pay my bill" 2. "I want to sign up for auto-pay." 3. "Why didn't you pay my tax/insurance bill?". 4. "Why did my payment go up?" 5. "I can't log into the web site" 6. "GRR! You lost my mortgage payment"
Tedious work, sprinkled with angry callers No communication with the subcontractor companies that pay taxes or insurance bills except by email. Company always screwing with your schedule. "we need to cut your lunch by fifteen minutes" Wacky schedule. Sometimes they scheduled my lunch two hours before the end of my shift. Schedule you to work on a holiday. Sit in your cubical all day taking endless calls with little to no interaction with your co-workers. Been there for years and never have spoken to some on my team. Bee-hive work environment Constant call monitoring and pointing out every little mistake in the call. You have a script that you have to follow to the letter. God forbid if you say "would" instead of "could". And you never have a meeting with your supervisor concerning raises. You have to monitor your paychecks online at ADP.com. I checked mine and I realized I hadn't got a raise in over a year. I asked my supervisor to find out why. I was told that it was because I had missed six days in two years. They didn't have the decency to have a meetingmore... to discuss it. I could go on and on but I'll close with this, and it's the absolute truth; there is a stated policy that if you forget your badge to get into the building, you have to call your supervisor to let you in. Now, here is the crazy part; we're told if we forget our badges and need to leave our cube, we need to be escorted by a supervisor anywhere in the building during the workday. Need to go to the restroom? Call your Supervisor to escort you! I AM NOT KIDDING! This is an example of the mentality with this company. My advice to prospective job seekers: only if you need a job right away to hold you over until you find a better job. Please seek a job elsewhere. Why do I work here, you ask? I'm a older person ready to retire and can't get a better job at my age.less
Decent building, Right off I95, year-end bonus
No work-life balance. justifiable angry customers. Picky QA. Aw, forget it, too much to mention
Service Excellence Executive Resolution Analyst (Current Employee) – Ewing, NJ – May 23, 2018
The work experience at Cenlar depends largely on the department. Overall, the environment is fast-paced. Upper level management is out of touch with every day job functions and what is needed to provide the excellent customer service the company claims.
Cenlar is a great place to work, if you like the opportunity to move higher within the company and gain more knowledge in the business. I truly recommend working at Cenlar to anyone who is trying to work in the mortgage/banking field
Customer Interaction Representative (Current Employee) – Tempe Az – April 17, 2018
Numbers are important. Customer satisfaction no so much.. Departments did no work together and nothing got done.. Tasks were open and never finished or closed with no explanation. Callbacks just to clear the que and create more work the following days to come..
Service Leader/Call Center Director (Current Employee) – Tempe, AZ – April 17, 2018
Cenlar is a fast rising company in the Mortgage Servicing area. They've grown so fast in fact, that scaling and aligning with standard call center concepts has been a struggle. Located historically in New Jersey, they've survived of basic old school call center strategies (calls per day, etc). They've slowly adopted more traditional KPI's like AHT & QA, but still don't have the basic "Schedule Adherence" metric to really drive efficiency. The management team cares and wants to do the right thing, but staffing/ramping up has been a struggle to keep up with the growth and allow for innovation. The culture has gotten much better over the past year but still has a ways to go to match more traditional call center shops. They pay more that most financial groups/competitors, and offer great benefits.
Collections Representative (Former Employee) – Tempe, AZ – April 7, 2018
I was recently hired at Cenlar and was due to start their April 2nd training class for collections. My employment was contingent on a background check and drug screening per usual. I provided all the info I could about past employers some were out of business but I still was able to provide information on those companies to verify my employment. The lady from the background company they hired was very incompetent and rude. She sent me an email basically calling me a liar saying one of the companies on my resume didn’t have record of me past or present. However being that it (my employment) was prior to 7yrs ago they destroyed the records but still had my name on a spread sheet and were able to verify I worked there. After calling them myself and clarifying that they never said they didn’t have any record of me the woman from the background check company stated that another number I gave her for an alternate employer was disconenected. So once again I went to their website (previous employer) cross referenced the numbers gave her the correct number AGAIN as well as the web address and spoke with the receptionist to verify that they indeed still had me on file. However the background company insisted the number was wrong and that i now needed to obtain W2s from the IRS to prove I worked for a company 7+ years ago. All the while I’m relating this info to the recruiter and HR and no one is really saying anything just asking me to get info before training. And then last but not least I receive a call from a woman at Cenlar who stated a charge from 2006 came up on my backgroundmore... check and she needs to know the “disposition” so I have to call the police department and acquire some additional paperwork which I never got bcus I called the PD several times and got voicemails and endless transfers. Two weeks after receiving my offer letter Cenlar rescinded it stating I failed to get them back the requested information and that I never informed them of my progress although i have emails that state othwerwise. I informed them my area of expertise is customer service and collections not performing my own background checks and verifying my own employment and that the people who were hired to perform those tasks should be the ones carrying them out. Needless to say I was recently hired on at reputable company who hired me for my ability to perform the job I applied for not someone else’s.less
Customer Service Representative (Current Employee) – Township of Ewing, NJ – March 17, 2018
Only care about numbers, not customers! Harass you to work overtime. Cut your lunch short with no notice. Try to make you stay at your seat all day by giving you cold pizza. Monitor your bathroom breaks.