Supervisor - Specialty Loan Contact Center

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!The Role:The Supervisor Specialty Loan Contact Center supervises the Special Loans Teams within the Contact Center. This in-office team is responsible for servicing business purpose mortgage loans and handling escalated customer concerns. These functions are customer facing through voice and digital channels and handle servicing needs from end to end based on customer and client needs. The position assists the management team in executing all strategies to minimize loss severity and frequency on an assigned mortgage portfolio.How you will contribute:The Supervisor is an important leader responsible for daily execution, coaching of direct reports, and exemplary service delivery. Key responsibilities include, but are not limited to:Ensuring alignment of the team’s daily activities to departmental goalsProviding ongoing training, coaching, performance management, and team member development, ensuring Key Performance Indicators (KPIs) are metEnsuring execution of team’s daily operations responsibilities, for example calling campaigns, data management and reportingCollaborating with the department manager by providing recommendations for procedural changes, process improvements, and employee experience strategies that put people firstAssisting with strategy formation for improving resolution execution in terms of frequency and loss severity within their respective portfolio teamCommunicating strategies to team members and other stakeholdersUnderstanding and continuing the evolution of success measurements, educating others about them, engaging others to help evolve them as the definition for the team’s successFacilitating regular meetings as a team and individually with each direct report(s)Providing recommendations for minimizing loss severity through loss mitigationAnalyzing specific financial situations; recommending and initiating the proper loss mitigation tool to assist each borrowerMeeting individual and team goals to reduce loss severity by completing short sales, loan modifications, refinances, deeds in lieu, or alternative dispositionsMeeting individual and team goals to reduce delinquency by completing reinstatements, repayment plans, deferrals, modifications, etc. Handling priority and special handling loans, such as high value assets, where neededHandling escalated phone callsParticipating in presentations for investors, rating agencies, and other servicing platform visitors. Analyzes specific financial situations; recommends and initiates the proper loss mitigation tool to assist each borrowerEstablishing internal controls to reduce errors and customer complaints in partnership with the department manager. Developing and maintaining department policies and proceduresSkills you will bring:Bachelor’s degree preferred or commensurate experience, at least 5 years’ experience working within a mortgage servicing contact centerStrong leadership skills with the demonstrated ability and experience leading teamsProblem solving, decision-making and the ability to effectively influence others positively while engaging them in the processAbility to produce quality work with an eye for the detailsAdvanced analytical and reporting skills; effectively taking both a strategic perspective and diving in deeply as required by the situationAbility to work well under pressure, handle competing priorities and meet deadlinesA high level of confidentiality to protect privacy rights, demonstrated track record of working in highly regulated environmentsEffectiveness as a team player and co-creator with colleagues, subordinates, and leadersAbility to easily prioritize job duties according to the needs of the companyStrong sense of professionalism and positivityStrong professional and interpersonal communication skills verbally and through written electronic correspondenceAbility to develop rapport with all levels of associates and establish credibilityExcellent listening skills and the ability to use good judgmentStrong interpersonal/relationship building skillsAbility to work with a variety of people and have coping skills to handle difficult personalities, ranging from coworkers to clientsWhy Selene?BenefitsSelene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:Paid Time Off (PTO)Medical, Dental &VisionEmployee Assistance ProgramFlexible Spending AccountHealth Savings AccountPaid HolidaysCompany paid Life InsuranceMatching 401(k) PlanThe job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs.Privacy Policy - Selene (seleneadvantage.com)