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!
The Workforce Management (WFM) Specialist at Selene Finance is responsible for supporting the planning, scheduling, and real-time management of staffing resources across mortgage operations. This role ensures that service level agreements (SLAs) are met by analyzing data, maintaining schedules, and monitoring performance metrics. The ideal candidate is detail-oriented, analytical, and experienced in workforce coordination within a high-volume, service-driven environment..
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Forecasting & Scheduling
- Assist in analyzing historical data and trends to support short- and long-term staffing forecasts.
- Create and maintain agent schedules across departments such as loan processing, underwriting, and customer service.
- Adjust schedules based on real-time needs, absenteeism, and volume fluctuations.
- Coordinate with department leads to ensure adequate coverage and resource allocation.
Real-Time Monitoring
- Monitor real-time queues, agent adherence, and service levels.
- Make intraday adjustments to optimize staffing and minimize wait times.
- Escalate operational issues or performance gaps to leadership as needed.
Reporting & Analysis
- Track and report on key performance indicators (KPIs) such as call volume, handle time, and schedule adherence.
- Generate daily and weekly reports to support operational decision-making.
- Identify trends and provide recommendations to improve workforce efficiency.
System & Process Support
- Maintain accuracy of data within the Workforce Management (WFM) system.
- Support the implementation and optimization of WFM tools and processes.
- Collaborate with IT and operations teams to resolve system issues and enhance reporting capabilities.
Cross-Functional Collaboration
- Work closely with operations, customer service, and underwriting teams to understand staffing needs.
- Communicate schedule changes, performance updates, and staffing plans to relevant stakeholders.
Qualifications:
- Bachelor’s degree in Business, Operations, Statistics, or a related field preferred.
- 1–3 years of experience in workforce management or operations support, ideally in the mortgage or financial services industry.
- Familiarity with WFM platforms (e.g., NICE IEX, Verint, or similar) and Excel.
- Strong analytical and organizational skills.
- Effective communication and collaboration abilities.
- Ability to work in a fast-paced, dynamic environment with shifting priorities.
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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Skills Required
- 1-3 years of experience in workforce management or operations support
- Familiarity with workforce management platforms such as NICE IEX, Verint, or similar
- Microsoft Excel proficiency
- Strong analytical and organizational skills
- Effective communication and collaboration abilities
- Ability to work in a fast-paced environment with shifting priorities
- Bachelor's degree in Business, Operations, Statistics, or a related field
- Experience in the mortgage or financial services industry
What We Do
Founded in 2007, Selene was created to provide loan resolution strategies for distressed mortgage investment portfolios. We have evolved to offer capacity and scalability to service all types of residential mortgage loans from performing loans (current, re-performing and new originations) to non-performing loans requiring high-touch, complex special servicing. We are an approved servicer for FHLMC, FNMA, GNMA, VA and USDA. Selene is also only one of two GNMA single-family master servicers and approved sub-servicers in the industry. Selene’s diverse client list includes large banks, small to mid-tier investors, REITS, private equity and hedge funds as well as GSEs and government agencies.
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