Selene Diligence

Collections Lead

Dallas, TX

Sponsorship not specifiedDetected 30 days ago

Outbound SalesLeadershipCommunicationProblem SolvingMentoring

About the role

We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT.
A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees.
This role combines hands-on collections expertise with real-time coaching, workflow coordination, and performance monitoring.

make adjustments to optimize performance
Support inbound and outbound borrower contact strategies across early-stage delinquency
Provide real-time coaching, guidance, and escalation support to Collections Specialists
Support reporting and documentation of performance metrics and SLA adherence
Monitor real-time productivity, adherence, and service levels; make adjustments to optimize performance
Maintain audit-ready documentation and support QA and compliance reviews
Partner with leadership to implement process improvements and productivity enhancements

3-5+ years of mortgage servicing or collections experience
Prior experience in delinquency management, call center, or borrower-facing roles
Strong knowledge of mortgage servicing collections and delinquency lifecycle
Ability to coach and influence peers in a fast-paced environment
Proficiency in servicing systems, dialer platforms, and performance reporting tools
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.

Oversee daily collections workflow, including call queues, dialer performance, and account prioritization
Monitor real-time productivity, adherence, and service levels
Ensure timely resolution of delinquent accounts in accordance with servicing timelines
Act as the first point of contact for complex borrower situations and escalated calls
Reinforce call quality standards, scripting, and borrower communication best practices
Assist in onboarding and training new hires, including systems, policies, and workflows
Track and monitor individual and team KPIs (e.g., right-party contact, roll rates, cure rates, call quality)
Provide feedback to leadership on trends, risks, and improvement opportunities

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
Support borrower retention through education, repayment solutions, and resolution strategies

Lead is responsible for driving team productivity, ensuring compliance with regulatory and investor requirements, and improving borrower outcomes through effective engagement strategies.

This listing is sourced directly from Selene Diligence's careers page and normalized into a canonical job model.