Customer Advocacy Specialist (Hybrid Schedule)

Selene Finance LP•Dallas, TX

2d•Hybrid

About The Position

The Customer Advocacy Specialist is responsible for managing highly escalated, complex, and sensitive complaints, including those received from executive leadership, regulatory agencies, and high-profile stakeholders. This role ensures timely, one-call resolution, and compliant resolution of issues while safeguarding the organization's reputation and maintaining strong customer trust. The Specialist will also manage special-handling accounts, perform investigative research, proactively reach out on escalated or high-sentiment cases, and partner cross-functionally to address root causes and prevent recurrence. Occasional interaction with investors may be required to influence favorable outcomes when right-party contact is established.

Requirements

Managing highly escalated, complex, and sensitive complaints.
Ensuring timely, one-call resolution, and compliant resolution of issues.
Safeguarding the organization's reputation and maintaining strong customer trust.
Managing special-handling accounts.
Performing investigative research.
Proactively reaching out on escalated or high-sentiment cases.
Partnering cross-functionally to address root causes and prevent recurrence.
Occasional interaction with investors may be required to influence favorable outcomes when right-party contact is established.
Serving as the customer facing point of contact for escalated complaints from executive offices, regulatory offices, and investor representatives.
Initiating outbound contact to borrowers on escalated or high-sentiment cases to de-escalate, clarify concerns, and set resolution expectations early.
Ensuring all responses are accurate, compliant, and delivered within required timelines.
Managing and monitoring accounts requiring unique handling due to sensitivity, high value, or previous escalation.
Coordinating with servicing, operations, and legal teams to ensure actions taken are consistent with agreed handling parameters.
Handling inbound calls from customers with escalated complaints or inquiries on special handling accounts.
Performing independent research and collaborating with internal teams to identify root causes and implement resolutions.
Providing real-time feedback to leadership on trends identified during outreach.
Educating borrowers on available assistance programs and presenting short-term resolution options such as repayment or forbearance plans.
Setting up one-time drafts, promoting ACH enrollment, and following up on payment commitments.
Participating in root cause analysis for recurring complaint trends.
Meeting or exceeding monthly performance goals as outlined in the agent scorecard.

Responsibilities

Serve as the customer facing point of contact for escalated complaints from executive offices, regulatory offices, and investor representatives.
Initiate outbound contact to borrowers on escalated or high-sentiment cases to de-escalate, clarify concerns, and set resolution expectations early.
Ensure all responses are accurate, compliant, and delivered within required timelines.
Manage and monitor accounts requiring unique handling due to sensitivity, high value, or previous escalation.
Coordinate with servicing, operations, and legal teams to ensure actions taken are consistent with agreed handling parameters.
Handle inbound calls from customers with escalated complaints or inquiries on special handling accounts.
Perform independent research and collaborate with internal teams to identify root causes and implement resolutions.
Provide real-time feedback to leadership on trends identified during outreach.
Educate borrowers on available assistance programs and present short-term resolution options such as repayment or forbearance plans.
Set up one-time drafts, promote ACH enrollment, and follow up on payment commitments.
Participate in root cause analysis for recurring complaint trends.
Meet or exceed monthly performance goals as outlined in the agent scorecard.