Selene Diligence
Sr. Manager, Commercial Contact Center
Dallas, TX · Senior
Sponsorship not specifiedDetected 30 days ago
CRMLeadershipCommunicationMentoring
About the role
- This role oversees borrower communication across voice and digital channels, including phone, SMS, and email, while driving future omnichannel capabilities.
Responsibilities
- Lead daily operations for a 50,000-loan DSCR/BPL Commercial Contact Center
- Partner with senior servicing leadership to enhance borrower experience and delivery model
- Drive operational excellence in engagement, response times, escalations, and service quality
- Build scalable, pod-based teams aligned to investors, products, and servicing strategies
- Manage, coach, and develop Loan Advisors, supervisors, and servicing teams
- Own borrower communication lifecycle, including messaging, scripting, and outreach strategies
- Analyze KPIs and lead process, technology, and automation improvements to optimize performance
Requirements
- 7+ years of experience in commercial mortgage servicing, business purpose lending (BPL), DSCR servicing, commercial collections, and/or commercial contact center operations.
- 5+ years of leadership experience managing large servicing/contact center teams.
- Strong understanding of commercial and/or DSCR loan servicing operations, borrower communication workflows, delinquency management, and customer experience strategy.
- Experience managing omnichannel communication environments including voice, email, SMS, and CRM-based borrower engagement.
- Ability to thrive in a fast-paced, high-growth servicing environment while balancing strategic initiatives and operational execution.
- Experience within DSCR, RTL, bridge, mezzanine, or other commercial real estate lending environments.
- Familiarity with investor reporting requirements and private credit servicing models.
- Experience supporting institutional investor portfolios and complex borrower structures.
- The job requirements listed above are representative of the knowledge, skills, and/or abilities required.
- 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.
- Proven ability to analyze operational metrics and implement process improvements that drive measurable performance gains.
- Strong leadership, coaching, organizational, and communication skills.
- Experience building or scaling commercial servicing/contact center operations.
- Background in servicing technology optimization, digital communication strategies, or workflow automation initiatives.
Nice to have
- Bachelor's degree in Business, Finance, Communications, Operations, or related field preferred.
- Experience working within pod-based or relationship-management servicing structures preferred.
- Advanced experience with servicing systems, CRM platforms, dialer technologies, reporting tools, and workflow automation preferred.
- Preferred Experience
Benefits
- Selene 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 &Vision
- Flexible Spending Account
- Health Savings Account
- Company paid Life Insurance
Company info
- 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!
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This listing is sourced directly from Selene Diligence's careers page and normalized into a canonical job model.