Senior Collections Team Lead - Mortgage Servicing

Selene Finance LP; Dallas (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

PTO

Medical, Dental & Vision

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Paid Holidays

Life Insurance

401(k) Matching

Job summary

Selene Finance LP in Dallas, TX is seeking a Collections Team Lead to supervise early- and mid-stage delinquency management, coach staff, and optimize workflow across the collections function. You will ensure regulatory compliance with CFPB, FDCPA and investor guidelines, while driving performance and improving borrower outcomes through effective engagement strategies.

The role requires strong collections experience and hands-on leadership to mentor teammates, monitor KPIs, and implement process

Qualifications

• High school diploma required; Bachelor’s degree preferred.
• 3–5+ years of mortgage servicing or collections experience.
• Prior delinquency management, call center, or borrower-facing roles.
• Previous acting lead, SME, or mentoring experience preferred.

Responsibilities

• Oversee daily collections workflow, including call queues, dialer performance, and account prioritization.
• Monitor real-time productivity, adherence, and service levels; make adjustments to optimize performance.
• Ensure timely resolution of delinquent accounts in accordance with servicing timelines.
• Support borrower contact strategies across early-stage delinquency.
• Provide real-time coaching, guidance, and escalation support to Collections Specialists.
• Act as the first contact for complex borrower situations and escalated calls.
• Reinforce call quality standards, scripting, and borrower communication best practices.
• Assist in onboarding and training new hires, including systems, policies, and workflows.
• Track and monitor KPIs (e.g., right-party contact, cure rates, call quality).
• Provide feedback to leadership on trends, risks, and improvement opportunities.
• Support reporting and documentation of performance metrics and SLA adherence.
• Identify workflow inefficiencies, training gaps, or system issues impacting performance.
• Partner with leadership to implement process improvements.

Skills

Mortgage servicing

Collections lifecycle

Regulatory compliance

Coaching peers

Dialer platforms

Education

Bachelor's degree preferred

High school diploma required

Tools

Servicing systems

Dialer platforms

Performance reporting tools

Job description

Selene Finance LP in Dallas, TX is seeking a Collections Team Lead to supervise early- and mid-stage delinquency management, coach staff, and optimize workflow across the collections function. You will ensure regulatory compliance with CFPB, FDCPA and investor guidelines, while driving performance and improving borrower outcomes through effective engagement strategies.

The role requires strong collections experience and hands-on leadership to mentor teammates, monitor KPIs, and implement process