Supervisor - Specialty Loan Advisor Group 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!

Our Company:

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 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. 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 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.
• Developing and maintaining department policies and procedures

Skills you will bring:

• Bachelor's degree preferred or commensurate experience, at least 5 years' experience working within a mortgage servicing contact center
• Str…