Customer Advocacy Specialist (Hybrid Schedule)

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 Hybrid Work Schedule: This role offers a flexible hybrid schedule, allowing team members to split their time between working remotely and collaborating in the office. The Customer Advocacy Specialist is responsible for managing highly escalated, complex, and sensitive complaints, including those received from executive leadership, regulatory agencies, and high-profile stakeholders. This role ensures timely, one-call resolution, and compliant resolution of issues while safeguarding the organization's reputation and maintaining strong customer trust. The Specialist will also manage special-handling accounts, perform investigative research, proactively reach out on escalated or high-sentiment cases, and partner cross-functionally to address root causes and prevent recurrence. Occasional interaction with investors may be required to influence favorable outcomes when right-party contact is established. Key Responsibilities : Serve as the customer facing point of contact for escalated complaints from executive offices, regulatory offices, and investor representatives. Initiate outbound contact to borrowers on escalated or high-sentiment cases to de-escalate, clarify concerns, and set resolution expectations early. Ensure all responses are accurate, compliant, and delivered within required timelines. Manage and monitor accounts requiring unique handling due to sensitivity, high value, or previous escalation. Coordinate with servicing, operations, and legal teams to ensure actions taken are consistent with agreed handling parameters. Handle inbound calls from customers with escalated complaints or inquiries on special handling accounts. Perform independent research and collaborate with internal teams to identify root causes and implement resolutions. Provide real-time feedback to leadership on trends identified during outreach. Educate borrowers on available assistance programs and present short-term resolution options such as repayment or forbearance plans. Set up one-time drafts, promote ACH enrollment, and follow up on payment commitments. Participate in root cause analysis for recurring complaint trends. Meet or exceed monthly performance goals as outlined in the agent scorecard. 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)