EWING, N.J.--(BUSINESS WIRE)--Cenlar FSB, the nation’s leading mortgage loan subservicer, announced today that Lou Sigillo has joined the company as Senior Vice President of Contact Centers.
“Lou is an award-winning and driven leader with more than 25 years of experience in every facet of call-center operations,” said Kimberly Gibson, Executive Vice President, Borrower Operations and Executive Committee Member for Cenlar. “Over this time he has demonstrated passion and commitment to the customer experience. He is a strong advocate for the customer and, at the same time, is adept at driving efficiencies across the business.”
Prior to Cenlar, Lou was a Senior Vice President of Client Engagement for Alorica, one of the largest global outsourcing companies in the world. Before that, Lou was Vice President of Customer Service Operations for Verizon’s wireless operations. At Verizon, he directed the customer service strategy, service delivery and service excellence across internal centers, home-based agents, and strategic partner call centers. Among his accomplishments was the transformation of customer service from multiple field organizations into a centralized national organization.
Lou will be responsible for overseeing Cenlar’s contact center operations, with an initial goal of standardizing, streamlining, and upgrading workforce and technological processes. These efforts will be oriented toward building a seamless customer journey and frictionless omnichannel experience.
About Cenlar FSB
Cenlar FSB is a federally chartered, employee-owned wholesale bank, servicing more than 2.7 million mortgage loans in 50 states. As the nation’s leading subservicer, Cenlar boasts a loyal and growing client base of more than 150 institutions including banks, credit unions, and mortgage bankers. Our 3,000 employees, strategically located throughout the United States, are dedicated to teamwork and customer satisfaction, thereby providing client solutions that are unparalleled in quality, flexibility and innovation. Headquartered in Ewing, NJ, Cenlar is industry rated and audited regularly by independent third parties.