Supervisor - Loan Resolution

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 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.
• This is an on-site position and is not eligible for remote work.

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.

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