Sr. Manager, Commercial Contact Center

Selene Diligence•Dallas, TX

About The Position

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you! Job Summary: The Senior Manager, Commercial Contact Center leads strategy, operations, and optimization for a portfolio of ~50,000 DSCR and Business Purpose Lending loans. This role oversees borrower communication across voice and digital channels, including phone, SMS, and email, while driving future omnichannel capabilities. Serving as the central leader for borrower engagement, advisor performance, customer experience, and workflow efficiency, the position partners closely with senior servicing leadership to deliver a high-touch, relationship-focused model aligned with investor and operational goals. The ideal candidate brings expertise in commercial servicing or contact centers, with a track record of building high-performing teams, scaling processes, leveraging technology, and advancing data-driven customer engagement.

Requirements

Bachelor’s degree in Business, Finance, Communications, Operations, or related field preferred.
7+ years of experience in commercial mortgage servicing, business purpose lending (BPL), DSCR servicing, commercial collections, and/or commercial contact center operations.
5+ years of leadership experience managing large servicing/contact center teams.
Strong understanding of commercial and/or DSCR loan servicing operations, borrower communication workflows, delinquency management, and customer experience strategy.
Experience managing omnichannel communication environments including voice, email, SMS, and CRM-based borrower engagement.
Proven ability to analyze operational metrics and implement process improvements that drive measurable performance gains.
Strong leadership, coaching, organizational, and communication skills.
Experience working within pod-based or relationship-management servicing structures preferred.
Advanced experience with servicing systems, CRM platforms, dialer technologies, reporting tools, and workflow automation preferred.
Ability to thrive in a fast-paced, high-growth servicing environment while balancing strategic initiatives and operational execution.

Nice To Haves

Experience within DSCR, RTL, bridge, mezzanine, or other commercial real estate lending environments.
Familiarity with investor reporting requirements and private credit servicing models.
Experience building or scaling commercial servicing/contact center operations.
Background in servicing technology optimization, digital communication strategies, or workflow automation initiatives.
Experience supporting institutional investor portfolios and complex borrower structures.

Responsibilities

Lead daily operations for a 50,000-loan DSCR/BPL Commercial Contact Center
Set and execute multichannel borrower communication strategy (phone, SMS, email, digital)
Partner with senior servicing leadership to enhance borrower experience and delivery model
Drive operational excellence in engagement, response times, escalations, and service quality
Build scalable, pod-based teams aligned to investors, products, and servicing strategies
Ensure compliance with investor requirements, regulations, and SLAs
Manage, coach, and develop Loan Advisors, supervisors, and servicing teams
Establish performance standards, training programs, and career development pathways
Foster a high-performance, accountability-driven culture
Own borrower communication lifecycle, including messaging, scripting, and outreach strategies
Leverage customer feedback and data to improve satisfaction and servicing outcomes
Analyze KPIs and lead process, technology, and automation improvements to optimize performance