Collections Specialist (II-P)

Selene Diligence•Dallas, TX

11d

About The Position

Selene Holdings is a multiple-lines business financial services firm with businesses in mortgage servicing, loan diligence, title, insurance brokerage, and real estate owned. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide positive experiences for clients and borrowers. The Collections Specialist manages collection activity for an assigned loan portfolio, communicates with borrowers, works to secure payments, and helps identify appropriate repayment or loss mitigation solutions. The role requires careful documentation, compliance with applicable requirements, and performance in a fast-paced, metrics-driven call center environment.

Requirements

High school diploma or equivalent.
Strong understanding of borrower delinquency, payment resolution, and customer service best practices.
Ability to discuss sensitive financial situations with professionalism, empathy, and confidence.
Strong verbal and written communication skills, including explaining account status, payment expectations, delinquency risks, assistance options, documentation requirements, turnaround times, and next steps.
Ability to work in a fast-paced, metrics-driven call center environment.
Strong attention to detail and ability to accurately document borrower interactions, account activity, payment commitments, and hardship circumstances.

Nice To Haves

Additional education.
Two to three years of experience in mortgage servicing, collections, call center operations, loss mitigation, or a related financial services environment.
Knowledge of Black Knight products and default areas such as Bankruptcy, Foreclosure, and REO.
Bilingual language skills.

Responsibilities

Manage collection activities for an assigned loan portfolio, including skip tracing, dialer maintenance, and manual outbound outreach.
Handle inbound and outbound borrower calls to collect payments, resolve inquiries, and provide customer service.
Secure payments and Promise-to-Pay commitments while reducing delinquency progression and account risk.
Communicate delinquency status, potential consequences, and investor requirements to encourage resolution.
Conduct borrower financial assessments to evaluate hardships, document findings, and determine appropriate solutions.
Recommend and discuss repayment plans, forbearance options, loss mitigation programs, and other workout solutions based on eligibility guidelines.
Educate borrowers on assistance programs, required documentation, application timelines, and next steps.
Establish payment arrangements, promote recurring ACH enrollment, and follow up on commitments.
Maintain accurate account documentation and ensure compliance with company policies, investor requirements, and regulatory standards.
Meet attendance, quality, productivity, and performance goals and stay current on servicing, collections, and loss mitigation practices.
Perform other job-related duties as requested by an authorized person.