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 Manager – Contact Center is responsible for leading and optimizing the daily operations of Selene Finance’s customer service organization, with a strong focus on borrower experience, operational excellence, and regulatory compliance. This role provides hands-on leadership to supervisors and frontline teams, oversees performance against key service metrics, and drives continuous improvement initiatives across people, processes, and technology.
The ideal candidate is a proven people leader with deep experience in mortgage servicing or financial services, strong analytical and coaching skills, and the ability to balance service quality with efficiency in a fast-paced, highly regulated environment.
Essential Duties and Responsibilities
- Lead the day-to-day operations of the contact center, including inbound and outbound call activities, ensuring service level, quality, and productivity targets are consistently achieved
- Manage and monitor key performance indicators (KPIs) such as service levels, ASA, AHT, abandonment rates, QA scores, and customer satisfaction metrics
- Coach, mentor, and develop contact center supervisors and customer service representatives to drive high performance, engagement, and retention
- Design and implement training, onboarding, and performance improvement plans to support employee development and ensure regulatory compliance
- Partner cross-functionally with Servicing, Loss Mitigation, Compliance, Quality Assurance, IT, and Training teams to resolve borrower issues and align service delivery
- Analyze call center data, trends, and root causes to identify operational gaps, borrower pain points, and opportunities for process and technology improvements
- Ensure full compliance with all applicable federal, state, and investor guidelines, including CFPB, FHA, VA, Fannie Mae, and Freddie Mac requirements
- Oversee workforce management activities, including staffing models, scheduling, forecasting, and resource allocation to support volume fluctuations
- Serve as an escalation point for complex borrower inquiries, complaints, and regulatory concerns, ensuring timely and professional resolution
- Prepare, analyze, and present operational performance reports, insights, and recommendations to senior leadership
- Support change management initiatives related to new servicing requirements, systems, scripts, or business processes
Leadership & Operational Competencies
- Ability to translate business objectives into actionable contact center strategies
- Strong coaching mindset with experience building high-performing, accountable teams
- Data-driven decision making with comfort analyzing and interpreting operational metrics
- Effective communicator who can influence across levels and functions
- High level of judgment, discretion, and professionalism when handling sensitive borrower matters
- Proven ability to manage competing priorities in a deadline-driven environment
Qualifications
- Bachelor’s degree in Business, Communications, or a related field preferred
- Minimum of 5 years of contact center management experience, preferably within mortgage servicing or financial services
- Demonstrated knowledge of mortgage servicing operations and regulatory requirements
- Strong leadership, team development, and performance management skills
- Excellent written and verbal communication, problem-solving, and conflict resolution abilities
- Proficiency with contact center technologies, workforce management tools, and reporting platforms
- Ability to adapt to change and lead teams through operational and regulatory updates
Work Environment & Expectations
- Fast-paced, metrics-driven contact center environment
- Requires flexibility to support business needs, peak volumes, and critical escalations
- Commitment to upholding Selene Finance’s service standards, compliance obligations, and borrower-first culture
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.
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