Collections Specialist (II-P)

Selene Finance LP•Dallas, TX

13d

About The Position

Selene Holdings is hiring a Collections Specialist to manage collection activities for an assigned loan portfolio and support borrowers in resolving delinquent accounts. The role includes inbound and outbound borrower outreach, payment collection, account and hardship assessment, discussion of eligible repayment and loss mitigation solutions, and follow-up on payment commitments. The specialist is expected to provide professional, empathetic customer service while meeting performance goals and maintaining accurate, compliant account records.

Requirements

High school diploma or equivalent.
Strong understanding of borrower delinquency, payment resolution, and customer service best practices.
Ability to discuss sensitive financial situations professionally, empathetically, and confidently.
Strong verbal and written communication skills, including the ability to explain 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 comply with company policies, investor requirements, and regulatory standards.
Meet attendance, quality, productivity, and performance goals and remain current on servicing, collection, and loss mitigation practices.
Perform other job-related duties as requested.