Mortgage Servicing Team Lead

pretiumenterpriseservices; United States; On-site; USD 52,000 - 80,000; 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 Holdings is seeking an on-site staff supervisor for loan servicing operations in the United States. You will monitor performance, coach associates, and lead onboarding while ensuring adherence to investor metrics and internal controls.

The role emphasizes strong communication, confidentiality, and teamwork to deliver exceptional client experiences. This position requires 3–5 years in loan resolution or mortgage servicing and a Bachelor's degree is preferred.

Qualifications

• 3–5 years of relevant experience in loan resolution, collections, or mortgage servicing.
• Strong customer service orientation.
• Proven ability to manage time effectively and meet multiple deadlines.

Responsibilities

• Monitor and document staff performance, manage time and attendance, and conduct monthly and annual performance reviews.
• Handle and resolve escalated customer calls and complaints.
• Provide coaching and remediation plans for underperforming associates.
• Lead new hire onboarding and ongoing training initiatives.
• Recommend and implement procedural improvements to enhance departmental efficiency.
• Support management in responding to investor inquiries and assist with inbound/outbound call handling as needed.
• Help monitor departmental reports to ensure compliance with internal and investor metrics.
• Assist in planning daily team activities and ensure full engagement of associates.
• Participate in presentations to investors, rating agencies, and servicing platform visitors.
• Clearly communicate departmental strategies and updates to team members and stakeholders.

Skills

Attention to detail

Organizational skills

Communication skills

Team leadership

Time management

Education

High school diploma or GED

Bachelor's degree in business-related field

Job description

Selene Holdings is seeking an on-site staff supervisor for loan servicing operations in the United States. You will monitor performance, coach associates, and lead onboarding while ensuring adherence to investor metrics and internal controls.

The role emphasizes strong communication, confidentiality, and teamwork to deliver exceptional client experiences. This position requires 3–5 years in loan resolution or mortgage servicing and a Bachelor's degree is preferred.