Selene Diligence

Selene Diligence

Specialty Loan Advisor Group Contact Center

Jacksonville, FL

Sponsorship not specifiedDetected 30 days ago
Performance ManagementLeadershipCommunicationProblem SolvingMentoringPublic SpeakingInternal Audit

About the role

  • The Specialty Loan Advisor Group Supervisor 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.

Responsibilities

  • Developing and maintaining department policies and procedures

Requirements

  • 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.

Skills

  • Bachelor's degree preferred or commensurate experience, at least 5 years' experience working within a mortgage servicing contact center
  • Strong leadership skills with the demonstrated ability and experience leading teams
  • Problem solving, decision-making and the ability to effectively influence others positively while engaging them in the process
  • Ability to produce quality work with an eye for the details
  • Advanced analytical and reporting skills; effectively taking both a strategic perspective and diving in deeply as required by the situation
  • Ability to work well under pressure, handle competing priorities and meet deadlines
  • A high level of confidentiality to protect privacy rights, demonstrated track record of working in highly regulated environments
  • Effectiveness as a team player and co-creator with colleagues, subordinates, and leaders
  • Ability to easily prioritize job duties according to the needs of the company
  • Strong sense of professionalism and positivity
  • Strong professional and interpersonal communication skills verbally and through written electronic correspondence
  • Excellent listening skills and the ability to use good judgment

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, LLC is one of the top residential mortgage companies uniquely positioned to customize product offerings related to home and property ownership for each customer.
  • We have separate Loan Servicing, Insurance, Title and Diligence businesses that enable us to provide comprehensive services to our partners and customers.
  • Since launching in 2007, we passionately work to provide creative and effective strategies within each of our business lines.
  • With the power of Pretium behind us we are positioned for continued expansion and growth.
  • Join us on our mission to transform mortgage ecosystem and help preserve home ownership throughout the United States.
  • 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.
  • include, but are not limited to:
  • Ensuring alignment of the team's daily activities to departmental goals
  • Providing ongoing training, coaching, performance management, and team member development, ensuring Key Performance Indicators (KPIs) are met
  • Ensuring execution of team's daily operations responsibilities, for example calling campaigns, data management and reporting
  • Collaborating with the department manager by providing recommendations for procedural changes, process improvements, and employee experience strategies that put people first
  • Assisting with strategy formation for improving resolution execution in terms of frequency and loss severity within their respective portfolio team
  • Communicating strategies to team members and other stakeholders
  • Understanding and continuing the evolution of success measurements, educating others about them, engaging others to help evolve them as the definition for the team's success
  • Facilitating regular meetings as a team and individually with each direct report(s)
  • Providing recommendations for minimizing loss severity through loss mitigation
  • Analyzing specific financial situations; recommending and initiating the proper loss mitigation tool to assist each borrower
  • Meeting individual and team goals to reduce loss severity by completing short sales, loan modifications, refinances, deeds in lieu, or alternative dispositions
  • Meeting 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 needed
  • Handling escalated phone calls
  • Participating 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 borrower
  • Establishing internal controls to reduce errors and customer complaints in partnership with the department manager.
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This listing is sourced directly from Selene Diligence's careers page and normalized into a canonical job model.