Collections Specialist (I-O)

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! Key Responsibilities • Manage collection activities for an assigned loan portfolio, including skip tracing, dialer maintenance, and manual outbound outreach. • Handle inbound and outbound borrower calls to collect payments, resolve inquiries, and provide exceptional customer service. • Secure payments and Promise-to-Pay commitments while reducing delinquency progression and account risk. • Communicate delinquency status, potential consequences, and investor requirements to create urgency and drive resolution. • Conduct borrower financial assessments to evaluate hardships, document findings, and determine appropriate solutions. • Recommend and discuss repayment plans, forbearance options, loss mitigation programs, and other workout solutions based on eligibility guidelines. • Educate borrowers on assistance programs, required documentation, application timelines, and next steps throughout the resolution process. • Establish payment arrangements, promote recurring ACH enrollment, and follow up on commitments to maximize payment fulfillment. • Maintain accurate account documentation and ensure compliance with company policies, investor requirements, and regulatory standards. • Meet attendance, quality, productivity, and performance goals while remaining current on servicing, collection, and loss mitigation practices. Required Qualifications • High school diploma or equivalent required; additional education preferred. • One year of experience in mortgage servicing, collections, call center operations, loss mitigation, or a related financial services environment preferred. • Understanding of borrower delinquency, payment resolution, and customer service best practices. • Ability to discuss sensitive financial situations with professionalism, empathy, and confidence. • Strong verbal and written communication skills, including the ability to clearly explain account status, payment expectations, delinquency risks, assistance options, documentation requirements, turnaround times, and next steps. • Ability to work in a fast-paced, metrics-driven call center environment. • Strong attention to detail and ability to accurately document borrower interactions, account activity, payment commitments, and hardship circumstances. • Ability to remain compliant with company policies, investor requirements, regulatory guidelines, and applicable collection practices. 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 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. Privacy Policy - Selene (seleneadvantage.com)