Collections Lead
Selene Finance LP•Dallas, TX
•Onsite
About The Position
The Collections Team Lead serves as the frontline leader within the mortgage servicing collections function, supporting day-to-day operations for early- and mid-stage delinquency management. This role combines hands-on collections expertise with real-time coaching, workflow coordination, and performance monitoring. The Team Lead is responsible for driving team productivity, ensuring compliance with regulatory and investor requirements, and improving borrower outcomes through effective engagement strategies.
Requirements
- High school diploma required
- 3–5+ years of mortgage servicing or collections experience
- Prior experience in delinquency management, call center, or borrower-facing roles
- Strong knowledge of mortgage servicing collections and delinquency lifecycle
- Understanding of regulatory requirements and borrower communication standards
- Ability to coach and influence peers in a fast-paced environment
- Strong problem-solving, decision-making, and conflict resolution skills
- Proficiency in servicing systems, dialer platforms, and performance reporting tools
Nice To Haves
- Bachelor’s degree preferred
- 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 inbound and outbound borrower contact strategies across early-stage delinquency
- Provide real-time coaching, guidance, and escalation support to Collections Specialists
- Act as the first point of 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 individual and team KPIs (e.g., right-party contact, roll rates, cure rates, call quality)
- Provide feedback to leadership on trends, risks, and improvement opportunities
- Support reporting and documentation of performance metrics and SLA adherence
- Handle complex or high-risk borrower interactions with professionalism and empathy
- Support borrower retention through education, repayment solutions, and resolution strategies
- Ensure consistent, compliant communication aligned to company standards
- Ensure adherence to all regulatory, investor, and internal servicing requirements (e.g., CFPB, FDCPA, FHA, VA, GSE guidelines)
- Maintain audit-ready documentation and support QA and compliance reviews
- Escalate potential compliance risks, complaints, or operational issues promptly
- Identify workflow inefficiencies, training gaps, or system issues impacting performance
- Partner with leadership to implement process improvements and productivity enhancements
- Contribute to updates of procedures, job aids, and playbooks
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
