Commercial Loan Portfolio Advisor

Company Overview 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 Commercial Loan Portfolio Advisor is responsible for cultivating and maintaining on‑going customer relationships within our Specialty Loan Division primarily focused on a Business Purpose Loan portfolio. Essential Duties and Responsibilities Effectively maintain a portfolio of Business Purpose Loans (BPL’s) by providing consistent and optimal support to our external and internal customers with inquiries and needs regarding loan servicing. Cultivate and maintain on‑going customer relationships by providing an advisory role and approach towards every customer’s unique business needs. Receive inbound calls, make outbound calls, provide email and text support to clients, attorneys, business administration and other authorized parties on the account to achieve 100% customer satisfaction from daily servicing activities. Perform moderately complex administrative, transactional, operational and customer support tasks to include, but not limited to, analyzing and fulfilling requests, preparing and/or procuring documentation. Generate reports and analyze data to determine strategic initiatives needed to maximize customer satisfaction and results. Ensure compliance with company policies and procedures as well as achieving investor requirements. Leverage available resources and technologies to serve our clients with operational excellence and accuracy. Achieve production goals (KPI’s – Key Performance Indicators) set by Management. This position works a hybrid schedule. Qualifications 3–5 years of direct or related experience in each of the following: working knowledge of Business Purpose Loans; extensive understanding of escrow, escrow analysis, payment histories, billing and 1098 statements; expansive knowledge related to cross collateralized servicing, partial lien release; comprehensive understanding of property preservation (i.e., code violation resolve, hazard claim resolution). Excellent attention to detail, strong analytical/resolution skills, and use of sound judgement. Ability to multi‑task, meet deadlines and stay organized. Excellent verbal & written professional communication skills. Ability to work in a team environment and independently. Strong advisory skills via telephone, email, and other various platforms. Competencies Adaptability – adapts to changes in the work environment, manages competing demands, changes approach or method to best fit the situation, and deals with frequent change delays or unexpected events. Business Ethics – treats people with respect, keeps commitments, inspires trust of others, works with integrity and ethically, upholds organizational values. Communications – expresses ideas and thoughts verbally and in writing, exhibits good listening and comprehension, keeps others adequately informed, selects and uses appropriate communication method. Customer Service – displays courtesy and sensitivity, manages difficult or emotional customer situations, meets commitments, responds promptly to customer needs, solicits customer feedback to improve service. Dependability – responds to requests for service and assistance, follows instructions, responds to management direction, takes responsibility for own actions, commits to doing the best job possible, keeps commitments, meets attendance and punctuality guidelines. Teamwork – balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, puts success of team above own interests. Language Ability Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees of the organization. Mathematical Ability Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rates, ratios, and percent; ability to draw and interpret bar graphs. Reasoning Ability Ability to apply common sense understanding to carry out detailed written or oral instructions with minimal supervision; ability to deal with problems involving a few concrete variables in standardized situations. Education / Experience High school diploma or general education degree (GED) required. Associate/Bachelor’s degree preferred. Two to four years related experience and/or training required. Relationship management preferred with emphasis on excellent customer experience. Computer Skills Working knowledge of and experience with Microsoft Office (Word, Excel, PowerPoint, OneDrive, Outlook). Previous experience with MSP, Black Knight/LPS and Sagent preferred. Travel Some travel may be required. 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 Legal Notice 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