Collections Lead

Collections 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!

Role Summary

The Collections Team Lead serves as the frontline leader within the mortgage servicing collections function, supporting day-to-day operations for early- and mid-stage delinquency management. This role combines hands-on collections expertise with real-time coaching, workflow coordination, and performance monitoring.

The Team Lead is responsible for driving team productivity, ensuring compliance with regulatory and investor requirements, and improving borrower outcomes through effective engagement strategies.

Key Responsibilities

• Oversee daily collections workflow, including call queues, dialer performance, and account prioritization
• Monitor real-time productivity, adherence, and service levels; make adjustments to optimize performance
• Ensure timely resolution of delinquent accounts in accordance with servicing timelines
• Support inbound and outbound borrower contact strategies across early-stage delinquency
• Provide real-time coaching, guidance, and escalation support to Collections Specialists
• Act as the first point of contact for complex borrower situations and escalated calls
• Reinforce call quality standards, scripting, and borrower communication best practices
• Assist in onboarding and training new hires, including systems, policies, and workflows
• Track and monitor individual and team KPIs (e.g., right-party contact, roll rates, cure rates, call quality)
• Provide feedback to leadership on trends, risks, and improvement opportunities
• Support reporting and documentation of performance metrics and SLA adherence
• Handle complex or high-risk borrower interactions with professionalism and empathy
• Support borrower retention through education, repayment solutions, and resolution strategies
• Ensure consistent, compliant communication aligned to company standards
• Ensure adherence to all regulatory, investor, and internal servicing requirements (e.g., CFPB, FDCPA, FHA, VA, GSE guidelines)
• Maintain audit-ready documentation and support QA and compliance reviews
• Escalate potential compliance risks, complaints, or operational issues promptly
• Identify workflow inefficiencies, training gaps, or system issues impacting performance
• Partner with leadership to implement process improvements and productivity enhancements
• Contribute to updates of procedures, job aids, and playbooks

Qualifications

Education & Experience

• High school diploma required; Bachelor's degree preferred
• 35+ years of mortgage servicing or collections experience
• Prior experience in delinquency management, call center, or borrower-facing roles
• Previous acting lead, SME, or mentoring experience preferred

Skills & Competencies

• Strong knowledge of mortgage servicing collections and delinquency lifecycle
• Understanding of regulatory requirements and borrower communication standards
• Ability to coach and influence peers in a fast-paced environment
• Strong problem-solving, decision-making, and conflict resolution skills
• Proficiency in servicing systems, dialer platforms, and performance reporting tools

Why Selene?

Benefits Selene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:

• 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