Escalated Case Advocate (Hybrid Work)

Selene Finance LP; Dallas (TX); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

PTO

Medical & Vision

Employee Assistance Program

Health Savings Account

Flexible Spending Account

Paid Holidays

Life Insurance

Job summary

Selene Finance LP in Dallas, TX, is seeking a Customer Advocacy Specialist to manage highly escalated complaints from executives, regulators, and investors. The role blends remote work with in-office collaboration, and requires proactive outreach, research, and cross-functional coordination to resolve issues swiftly.

You will guide customers through available assistance programs, ensure compliant responses within deadlines, and help identify root causes to improve service.

Qualifications

• Experience handling highly escalated complaints from executive offices and regulators.
• Ability to coordinate with servicing, operations, and legal teams.
• Strong written and verbal communication skills.

Responsibilities

• Serve as the customer-facing point of contact for escalated complaints.
• Initiate outbound contact to high-sentiment cases to de-escalate and set expectations.
• Ensure responses are accurate, compliant, and timely.
• Coordinate with servicing, operations, and legal teams.
• Perform independent research and identify root causes.
• Educate borrowers on available assistance programs.
• Meet or exceed monthly performance goals.

Skills

Customer service

Investigative research

Escalation management

Communication

Job description

Selene Finance LP in Dallas, TX, is seeking a Customer Advocacy Specialist to manage highly escalated complaints from executives, regulators, and investors. The role blends remote work with in-office collaboration, and requires proactive outreach, research, and cross-functional coordination to resolve issues swiftly.

You will guide customers through available assistance programs, ensure compliant responses within deadlines, and help identify root causes to improve service.