Advocacy & Escalations Team Lead

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! Position Summary : The Supervisor of Customer Advocacy leads a frontline team responsible for resolving customer concerns, managing escalations, and turning feedback into meaningful improvements. This role focuses on driving strong team performance, analyzing the root causes of customer complaints, and partnering cross‑functionally to reduce recurring issues and improve the overall customer experience. Essential Duties and Responsibilities : include the following. Other duties may be assigned. Lead, coach, and develop a team of Customer Advocates to deliver empathetic, high-quality customer support. Monitor individual and team performance (e.g., quality scores, resolution time, customer sentiment) and provide regular feedback. Conduct one‑on‑one coaching, performance reviews, and development planning. Oversee the investigation and resolution of escalated or complex customer complaints. Support staff in real time during difficult customer situations, including call guidance, de‑escalation coaching, and directly handling escalated customer calls as second voice. Identify trends and recurring issues by analyzing complaint data, customer feedback, and operational metrics. Perform root cause analysis to uncover systemic drivers of customer dissatisfaction. Takes and resolves escalated complaints through various channels. Ensure P&Ps reflect current practices, regulatory requirements (if applicable), and customer experience standards. Assists with new hire training and on‑the‑floor support as questions arise from staff. Assists with the creation of an operations structure capable of executing the strategy, including but not limited to data management, reporting, refining functional and technical processes, etc. Provides recommendations for procedural changes and improvements as they pertain to the department. Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have: High school diploma or general education degree (GED) required. Bachelor's degree (B.A.) or higher in a business related field from an accredited four‑year college or university preferred. Excellent attention to detail. Ability to multi‑task and consistently meet multiple deadlines. Strong verbal and written communication skills. Ability to work in a team environment. Strong customer‑service orientation. Ability to use good judgment. Why Selene? Benefits Paid Time Off (PTO) Medical, Dental & Vision Employee Assistance Program Flexible Spending Account Health Savings Account Paid Holidays Company paid Life Insurance Matching 401(k) Plan The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs. #J-18808-Ljbffr Selene Finance LP