Senior Commercial Loan Servicing Lead

Selene Finance LP; Jacksonville (FL); Sur place; USD 75 000 - 110 000; Plein temps

Avantages offerts par ce poste

PTO

Medical Insurance

Dental Insurance

Vision Insurance

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Holiday Pay

Life Insurance

401(k) Matching

Résumé du poste

Selene Finance LP seeks a Commercial Loan Servicing Team Lead to guide daily operations within the Commercial Loan Contact Center and Special Loan Advisors. You will coach Advisors, act as escalation lead, and resolve complex servicing issues across payments, escrows, lien releases, and payoff processes.

You will also supervise workflow, support scorecards and KPIs, and collaborate with leadership to uphold servicing standards and drive team development.

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.

Responsabilités

• 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.

Connaissances

Mortgage servicing

Commercial loan servicing

Business‑purpose lending

Team leadership

Coaching

Analytical thinking

Communication

Organizational skills

Multitasking

Formation

High school diploma

Associate or bachelor’s degree preferred

Outils

MSP

Description du poste

Selene Finance LP seeks a Commercial Loan Servicing Team Lead to guide daily operations within the Commercial Loan Contact Center and Special Loan Advisors. You will coach Advisors, act as escalation lead, and resolve complex servicing issues across payments, escrows, lien releases, and payoff processes.

You will also supervise workflow, support scorecards and KPIs, and collaborate with leadership to uphold servicing standards and drive team development.