Supervisor - Loan Resolution

Selene Finance LP; Carrollton (TX); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

PTO

Medical

Dental & Vision

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Paid Holidays

Life Insurance

401(k) Match

Job summary

Selene Finance LP is seeking a dedicated team lead for our loan servicing and escalation-resolution operations in Dallas, TX. You will supervise staff, coach on performance, and drive onboarding while coordinating with investors and internal teams to improve efficiency.

The ideal candidate has 3–5 years in loan servicing or mortgage operations, strong communication, and a keen eye for detail. This role emphasizes collaboration, compliance, and delivering excellent borrower experiences in a

Qualifications

• 3–5 years of relevant experience in loan resolution, collections, or mortgage servicing.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication abilities.

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 develop 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

Loan servicing

Customer service

Communication

Team leadership

Time management

Education

Bachelor’s degree in business

Job description

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!

Key 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 develop 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.

Qualifications:

• High school diploma or GED required; Bachelor’s degree in a business-related field preferred.
• 3–5 years of relevant experience in loan resolution, collections, or mortgage servicing.
• Proven ability to manage time effectively and meet multiple deadlines.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication abilities.
• Demonstrated ability to lead and work collaboratively in a team environment.
• Strong customer service orientation and sound judgment.
• High level of confidentiality and professionalism.

Why Selene?

Benefits Selene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:

• 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

The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs.

Privacy Policy - Selene (seleneadvantage.com)

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!