Lead Commercial Loan Servicing and Team Coaching

pretiumenterpriseservices; Jacksonville (FL); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Paid Time Off (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 Holdings is seeking a Commercial Loan Servicing Team Lead to provide day-to-day leadership and SME support to the Commercial Loan Contact Center and Special Loan Advisors. You will guide priorities, coach advisors, and handle complex servicing issues.

The ideal candidate combines loan servicing knowledge with leadership, problem-solving, and a passion for developing others and improving the customer experience. You will ensure accurate documentation and regulatory compliance.

Qualifications

• 3-5 years of mortgage servicing, commercial loan servicing, business-purpose lending, or related experience.
• Experience coaching, mentoring, or providing day-to-day leadership to team members.
• Experience researching and resolving complex servicing inquiries and customer escalations.

Responsibilities

• Provide day-to-day guidance, coaching, and support to Commercial Loan Advisors and Contact Center representatives.
• Serve as the lead escalation resource for complex commercial and business-purpose loan servicing inquiries.
• Research and resolve complex issues involving payments, taxes, insurance, escrow, collateral, payoffs, lien releases, loan documentation, and other servicing activities.
• Guide advisors through complex borrower situations and help determine appropriate resolutions.
• Support full and partial payoff requests, including cross-collateralized loans and related servicing activities.
• Monitor workflow, escalations, and recurring issues to identify training and process improvement opportunities.
• Support advisor scorecards, team reporting, quality initiatives, and KPIs.
• Partner with leadership to reinforce servicing standards, operational priorities, and team development.
• Ensure servicing activities are accurately documented and completed in accordance with company, investor, and regulatory requirements.

Skills

Mortgage servicing

Leadership

Coaching

Analytical skills

Communication

Organizational skills

Education

High school diploma or GED

Associate or bachelor’s degree (preferred)

Tools

MSP (Mortgage Servicing Platform)

Loan documentation systems

Job description

Selene Holdings is seeking a Commercial Loan Servicing Team Lead to provide day-to-day leadership and SME support to the Commercial Loan Contact Center and Special Loan Advisors. You will guide priorities, coach advisors, and handle complex servicing issues.

The ideal candidate combines loan servicing knowledge with leadership, problem-solving, and a passion for developing others and improving the customer experience. You will ensure accurate documentation and regulatory compliance.