Customer Advocacy Specialist

Selene Finance LP

. Serve as the customer-facing point of contact for escalated complaints from executive offices, regulatory offices, and investor representatives .

Posted 10/15/2026full-timeDallas • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing escalated customer complaints and ensuring compliance with regulatory standards. Proficient in collaborating with cross-functional teams to deliver timely and accurate resolutions while meeting performance goals.

Highest-signal resume keywords

Escalated Complaint ManagementIndependent Investigative ResearchCollaboration with Internal TeamsEducation on Assistance ProgramsPerformance Goal Achievement

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Complaint ResolutionRoot Cause AnalysisAccount ManagementRegulatory ComplianceTimely Response Management

Soft Skills

LeadershipCommunicationProblem-SolvingCustomer ServiceFeedback Provision

Tools & Technologies

ACH EnrollmentPayment Commitment Tracking

Industry Keywords

Customer-FacingHigh-Sentiment CasesSensitive AccountsBorrower EducationForbearance Plans

About the role

Key responsibilities & impact

Serve as the customer-facing point of contact for escalated complaints from executive offices, regulatory offices, and investor representatives
Initiate outbound contact with borrowers on escalated or high-sentiment cases
Ensure responses are accurate, compliant, and delivered within required timelines
Manage and monitor sensitive, high-value, or previously escalated accounts
Coordinate with servicing, operations, and legal teams
Handle inbound calls from customers with escalated complaints or inquiries
Research issues independently, identify root causes, and implement resolutions
Provide leadership with real-time feedback on trends
Educate borrowers about assistance programs and present 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

Requirements

What you’ll need

Knowledge, skills, and/or abilities required to perform the listed job duties
Ability to manage highly escalated, complex, and sensitive complaints
Ability to ensure accurate, compliant, and timely responses
Ability to manage special-handling accounts
Ability to perform independent investigative research
Ability to collaborate with servicing, operations, legal, and other internal teams
Ability to educate borrowers on assistance programs and present repayment or forbearance options
Ability to meet or exceed monthly performance goals outlined in the agent scorecard

Benefits

Comp & perks

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
Flexible hybrid schedule