- Location
- Jacksonville, Florida - Selene, United States of America
- Workplace
- Onsite
- Type
- Full-time
- Department
- Sales
- Seniority
- Lead
- Education
- Bachelor
- Source
- Workday
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!
Position Summary
The Commercial Loan Servicing Team Lead provides day-to-day leadership and subject matter expertise to the Commercial Loan Contact Center and Special Loan Advisors. This role helps guide team priorities, coaches advisors, and serves as the primary escalation resource for complex commercial and business-purpose loan servicing issues.
The ideal candidate combines strong loan servicing knowledge with leadership, problem-solving, and a passion for developing others and improving the customer experience.
What You'll Do
- 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.
- Ensure servicing activities are accurately documented and completed in accordance with company, investor, and regulatory requirements.
Qualifications
Required
- 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.
- Knowledge of payments, taxes, insurance, escrow, payoffs, and loan documentation.
- Strong analytical, problem-solving, communication, and organizational skills.
- Ability to manage multiple priorities in a fast-paced servicing environment.
Preferred
- Previous Team Lead, Lead Advisor, Senior Servicing Specialist, or similar lead-level experience.
- Commercial mortgage or business-purpose loan servicing experience.
- Experience with cross-collateralized loans and partial lien releases.
- Experience with advisor scorecards, reporting, quality metrics, or KPIs.
- Experience with MSP or a similar loan servicing platform.
Education
- High school diploma or GED required. Associate or bachelor's degree preferred.
Why You'll Succeed
You're someone others turn to when a servicing issue gets complicated. You enjoy solving problems, coaching others, and helping a team deliver accurate, consistent solutions and a strong customer experience.
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.