Customer Advocacy Lead - Escalations & Resolution (Hybrid)

Selene Finance LP; Dallas (TX); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Selene Finance LP is seeking a Customer Advocacy Specialist to manage highly escalated, complex, and sensitive complaints, including those from executive offices, regulators, and investors.

You will perform investigative research, de-escalate cases with proactive outreach, and coordinate with servicing, operations, and legal teams to ensure compliant, timely resolutions while protecting the company’s reputation.

Qualifications

• Experience handling highly escalated, sensitive complaints.
• Ability to conduct independent investigative research.
• Strong communication and de-escalation skills.
• Proven track record meeting monthly performance goals.

Responsibilities

• Serve as the point of contact for escalated complaints from executives, regulators, and investors.
• Initiate outbound contact to de-escalate high-sentiment cases and set resolution expectations.
• Ensure all responses are accurate, compliant, and timely.
• Manage accounts requiring unique handling due to sensitivity or value.
• Coordinate with servicing, operations, and legal to align on handling.
• 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 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.
• 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.

Skills

Escalation management

Investigative research

Communication

De-escalation

Job description

Selene Finance LP is seeking a Customer Advocacy Specialist to manage highly escalated, complex, and sensitive complaints, including those from executive offices, regulators, and investors.

You will perform investigative research, de-escalate cases with proactive outreach, and coordinate with servicing, operations, and legal teams to ensure compliant, timely resolutions while protecting the company’s reputation.