Call Center Supervisor

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Job description

About Us:

Selene Finance is part of a multi-line of business financial services firm with a mortgage servicing company, a loan diligence company, a title company, and an insurance brokerage. There are locations in Houston, TX, Jacksonville, FL, Horsham, PA, Salt Lake City, UT and Dallas, TX. Founded in 2007 to address needs in the mortgage industry, we strive to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are attributes we seek in all of our employees. If you want to make a difference, Selene is the place for you!

Position Summary: The Supervisor - Loss Mitigation is primarily responsible for managing a team of associates, ensuring they are adequately trained, and assist with managerial request.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Measures and documents staff performance, tracks time and attendance, and responsible for providing monthly and annual reviews.
• Takes and resolves escalated calls/complaints.
• Provides coaching in regards to quality assurance and creates associate remediation plans when staff is performing below expectations.
• Responsible for new hire and on-going associate training.
• Provides recommendations for procedural changes and improvements as they pertain to the department.
• Responds to investor inquires and assisting staff when incoming and outbound calls when required.
• Assist manager with monitoring reports to ensure department and investor metrics are met.
• Assist manager with determining the team's daily activities and ensuring associates are fully engaged throughout the day.
• Participates in presentations for investors, rating agencies, and other servicing platform visitors.
• Clearly communicates strategies to team members and other stakeholders.
• This is not a work from home opportunity.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:

• Ability to utilize time management efficiently.
• Maintains high degree of confidentiality.
• Excellent attention to detail.
• Ability to multi-task and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Strong customer-service orientation.
• Ability to use good judgment.

Education/Experience: High school diploma or general education degree (GED) required. Bachelor's degree (B. A.) or higher in business related field from an accredited four-year college or university preferred. Three to five years' related experience and/or training required.

Why Selene?

Selene Finance LP is committed to the total wellbeing of its employees therefore offers one of the best benefits package available in the industry today which include:

• Paid Time Off (PTO)
• Medical, Dental &Vision
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Paid Holidays (10 ½ days off)
• Company paid Life Insurance,
• Matching 401(k) Plan

The job requirement listed above are representative of the knowledge, skill, and/or ability 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 Finance LP reserves the right to amend and change responsibilities to meet business and organizational needs.