SVP, Servicing Loan Administration

Selene Diligence•Dallas, TX

21h

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! The Servicing Loan Administration Leader is an executive leadership role accountable for enterprise-wide front-end servicing performance , balancing an exceptional borrower experience with operational excellence, regulatory integrity, and scalable delivery. This role owns the strategy, operating model, and results for front-end servicing functions including payment processing and cash operations, escrow administration, year-end statements, special products (e.g., HELOC), borrower communications, and call center/dialer performance . Reporting to the business President , the FEMS Leader partners closely with Technology, Risk/Compliance, Legal, Finance, Operations, and Client/Investor stakeholders to deliver measurable improvements in cost-to-serve, quality, regulatory posture, transparency, and scalability.

Requirements

Bachelor’s degree preferred (Business, Finance, Project Management, or related); High School diploma required with 10+ years of progressively responsible mortgage servicing experience .
Deep expertise in front-end servicing operations, including payments, escrow, borrower communications, and regulatory frameworks.
Proven success leading large, complex servicing organizations and driving enterprise-level changes.
Strong financial and analytical acumen with the ability to translate performance metrics into strategic and investment decisions.
Demonstrated executive presence and ability to influence across functions and senior stakeholders.
Ability to thrive in a fast-paced, high-expectation environment; strong alignment with Selene’s values and a team-first mindset.
Travel up to 20%, based on business need.

Responsibilities

Own front-end servicing outcomes with clear accountability for operating performance, borrower experience, quality and cost-to-serve.
Lead annual operating planning, including budgets, forecasts, headcount strategy, and productivity targets.
Set and optimize vendor strategy and performance across front-end servicing capabilities, ensuring strong ROI.
Define and execute a multi-year front-end servicing strategy aligned to Selene’s growth, portfolio, composition, product mix, and investor/client requirements.
Establish the target operating model, including capacity planning, location strategy, and channel mix (voice, digital, self-service).
Ensure front-end servicing strategy is tightly aligned to enterprise growth, risk, and reputation objectives.
Ensure consistent, high-quality execution across all front-end servicing functions.
Establish and monitor performance management systems, dashboards, and KPIs to drive accountability and continuous improvement.
Build scalable workflows, standardized controls, and repeatable playbooks to support growth.
Own the front-end servicing technology agenda in partnership with IT/Product, including modernization, automation, and transparency initiatives.
Provide executive oversight of dialer strategy, performance and optimization.
Leverage data analytics to reduce friction, improve cycle time, and enhance borrower outcomes.
Ensure adherence to regulatory, investor, and internal policy requirements; maintain audit readiness and strong control environments.
Serve as the executive owner of remediation efforts and sustainable risk mitigation.
Partner closely with Legal and Compliance to proactively manage regulatory and reputational risk.
Lead and scale a high-performing organization, developing leaders-of-leaders and building strong succession pipelines.
Foster a culture of accountability, transparency, collaboration, and borrower-centric service.
Partner with the President and People Operations on leadership development and organizational design.
Act as a senior executive interface with internal leadership and external stakeholders, including key vendors, clients/investors (e.g., Pretium), and audit/compliance partners.
Represent front-end servicing in enterprise operating reviews, risk forums, and transformation governance.