Escalations & Advocacy Specialist - Hybrid

Selene Finance LP; Texas; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

PTO

Medical, Dental & Vision

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Paid Holidays

Company paid Life Insurance

Matching 401(k) Plan

Job summary

Selene Finance LP is seeking a Customer Advocacy Specialist to manage highly escalated, complex complaints and safeguard the company's reputation. You will coordinate with servicing, operations, and legal teams to investigate, respond accurately, and achieve timely, compliant resolutions.

You will educate borrowers on assistance programs, pursue root-cause analysis, and aim to exceed monthly performance goals while collaborating with executives and cross-functional teams.

Responsibilities

• Serve as the customer facing point of contact for escalated complaints from executive offices, regulatory offices, and investor representatives.
• Initiate outbound contact to 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 taken are consistent 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.

Job description

Selene Finance LP is seeking a Customer Advocacy Specialist to manage highly escalated, complex complaints and safeguard the company's reputation. You will coordinate with servicing, operations, and legal teams to investigate, respond accurately, and achieve timely, compliant resolutions.

You will educate borrowers on assistance programs, pursue root-cause analysis, and aim to exceed monthly performance goals while collaborating with executives and cross-functional teams.