Commercial Loan Advisory Group Analyst

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!

The Commercial Loan Servicing Analyst is a trusted subject matter expert supporting the Contact Center's Special Loan Advisors. In this role, you’ll research and resolve complex commercial mortgage servicing issues, provide guidance on challenging loan scenarios, and partner across teams to deliver accurate, timely resolutions.

Working closely with Escrow, Customer Service, Special Loans, and Collateral, you’ll investigate matters involving business purpose loans, commercial real estate loans secured by residential property, payments, taxes, insurance, loan documentation, cross-collateralized loans, and payoff transactions. Success in this role requires strong commercial loan servicing expertise, analytical problem-solving skills, experience working with servicing systems such as MSP, and a passion for helping others navigate complex servicing situations.

• Serve as an internal escalation and research resource for the Contact Center's Special Loan Advisors, providing guidance and resolution support on complex commercial mortgage servicing matters.
• Conduct complex loan-level, operational, and transactional research to support advisor inquiries and escalated account issues.
• Research and resolve servicing inquiries related to payments, taxes, insurance, escrow, billing, and account maintenance for single-property and multi-collateral loans.
• Investigate and resolve loan documentation discrepancies stemming from loan origination, boarding, transfers, or other commercial loan servicing activities.
• Review account information and servicing history within MSP or other servicing systems to support research and resolution.
• Identify root causes of servicing issues and provide clear findings, recommendations, and next steps.
• Prepare or obtain supporting documentation needed to complete research requests and substantiate servicing resolutions.
• Document research results, resolutions, and status updates accurately and timely within the system of record.

• Partner with Escrow, Customer Service, Special Loans, Collateral, and other internal teams to resolve complex servicing issues.
• Research and coordinate the resolution of escrow, payment posting, ACH, tax, insurance, and documentation-related inquiries.
• Support the resolution of escalated issues involving business purpose loans, commercial real estate loans secured by residential property, and cross-collateralized loan structures.
• Monitor and validate system updates resulting from completed research and account corrections.
• Provide Special Loan Advisors with clear, actionable guidance that supports consistent and accurate customer communication.
• Deliver research findings and recommendations to advisors, management, guarantors, investors, and authorized third parties, as appropriate.

• Oversee the execution of full and partial payoff requests from initiation through completion.
• Process and track incoming payoff and partial lien release requests.
• Initiate payoff statement requests through the appropriate servicing departments.
• Document request status, actions taken, and required next steps within the system of record.
• Track payoff fund application, property deactivation, escrow activity, and lien release status.
• Coordinate with the Collateral department and other servicing teams to monitor the completion of lien release activities.
• Communicate payoff status and resolution details to advisors, guarantors, and authorized third parties…