Commercial Loan Servicing Team Lead
About The Position
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. The role guides 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 an interest in developing others and improving the customer experience. Selene Holdings is a multiple-lines business financial services firm with businesses in mortgage servicing, loan diligence, title, insurance brokerage, and real estate owned. The company was founded in 2007 and has offices in Dallas, Texas; Jacksonville, Florida; and Salt Lake City, Utah.
Requirements
- 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.
- High school diploma or GED required.
Nice To Haves
- Associate or bachelor's degree.
- 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.
Responsibilities
- 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.
- Follow other job-related instructions and perform other job-related duties as assigned.
Benefits
- Paid Time Off (PTO)
- Medical, dental, and vision coverage
- 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
