Customer Advocacy Research Specialist

🕒 January 27

🌪️ Oklahoma, Texas – Remote

🌪️ Oklahoma – Remote 🤠 Texas – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🔬 Research Analyst

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

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Selene Finance LP

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

💸 Finance

🏠 Real Estate

Finance • Real Estate

Selene Finance LP is a specialty loan servicer renowned for its outstanding performance in managing mortgage loans. The company offers a comprehensive range of services including loan servicing, diligence services, and custom title solutions. With a strong emphasis on customer service, Selene Finance provides tailored solutions to borrowers, ensuring high levels of satisfaction. It is an Equal Housing Lender operating in several U. S. states, providing resources and expertise in the mortgage industry.

📋 Description

• Conduct detailed case investigations for escalated, executive or regulatory complaints • Review servicing system data, payment history, call logs, correspondence, and documents • Perform independent research • Act as a liaison between the Call Center, Correspondence Team and the servicing departments • Draft professional, accurate, and compliant written responses • Document findings and resolutions clearly in complaint tracking systems • Recommend process improvements or policy updates • Process tasks in association with Escrow, Cash Processing, and Default Servicing processes • Provide information on all available assistance programs to borrowers experiencing financial hardships • Participate in quality assurance reviews and supports internal or external audit complaint handling and response accuracy • Meets monthly goals as established in the agent scorecard

🎯 Requirements

• 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 • Ability to deescalate emotional customers • High school diploma or general education degree (GED) required • Associate's degree (A. A.) from two-year College is preferred • Two to four years' related experience and/or training required • Mortgage experience with knowledge of Black Knight products is preferred • Bi-lingual language is a plus • Working knowledge of Microsoft Office (Word, Excel, and Outlook) • Previous experience with MSP, Black Knight/LPS and Sagent preferred

🏖️ 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