Customer Advocacy Specialist

Selene Holdings is a multi‑line 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 offices in Dallas, TX;
Jacksonville, FL; and Salt Lake City, UT. Founded in 2007, Selene strives to provide an amazing client and borrower experience and seeks a positive attitude coupled with creative thinking.

The Customer Advocacy Specialist manages highly escalated, complex, and sensitive complaints, including those from executive leadership, regulatory agencies, and high‑profile stakeholders. The role ensures timely, one‑call resolution, compliance, and protection of the organization’s reputation while maintaining customer trust. The Specialist also manages special‑handling accounts, performs investigative research, proactively contacts escalated or high‑sentiment cases, and partners cross‑functionally to address root causes.

• Serve as the customer‑facing point of contact for escalated complaints from executive offices, regulatory offices, and investor representatives.
• Initiate outbound contact with borrowers on escalated or high‑sentiment cases to de‑escalate, clarify concerns, and set resolution expectations early.
• Ensure all responses are accurate, compliant, and delivered within required timelines.
• Manage and monitor accounts requiring unique handling due to sensitivity, high value, or previous escalation.
• Coordinate with servicing, operations, and legal teams to ensure actions align with agreed handling parameters.
• Handle inbound calls from customers with escalated complaints or inquiries on special‑handling accounts.
• Perform independent research and collaborate with internal teams to identify root causes and implement resolutions.
• Provide real‑time feedback to leadership on trends identified during outreach.
• Educate borrowers on available assistance programs and present short‑term resolution options such as repayment or forbearance plans.
• Set up one‑time drafts, promote ACH enrollment, and follow up on payment commitments.
• Participate in root‑cause analysis for recurring complaint trends.
• Meet or exceed monthly performance goals as outlined in the agent scorecard.

• Paid Time Off (PTO)
• Medical, Dental & Vision Insurance
• Employee Assistance Program
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Paid Holidays
• Company‑paid Life Insurance
• Matching 401(k) Plan

The 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.