Full-Time
ICE Support Specialist
Selene
501-1,000 employees
Mortgage loan servicing and loss mitigation
No salary listed
Remote in USA
Remote
 Customer Experience & Support (1) |
|---|
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- The candidate must have 5+ years of mortgage servicing experience in operations or system support.
- The candidate must have hands-on experience with ICE/MSP or similar servicing systems.
- The candidate must have experience in a system support or administration role.
- The candidate must be able to manage and prioritize multiple tasks and deadlines.
- The candidate must be able to work independently and take initiative.
- The candidate must communicate effectively verbally and in writing.
- The candidate must demonstrate strong attention to detail.
- The candidate must be able to multitask and consistently meet multiple deadlines.
- The candidate must work effectively in a team environment.
- The candidate must demonstrate a strong customer-service orientation.
- The candidate must use good judgment.
- The candidate must demonstrate a self-driven and proactive problem-solving mindset.
- Provide Level 1 and Level 2 support for ICE/MSP and related servicing platforms.
- Support system administration, configuration, upgrades, and monitoring activities.
- Coordinate and manage help desk tickets and vendor support cases.
- Act as a subject matter resource for system functionality and integrations.
- Maintain lifecycle documentation for supported systems, including vendor relationships, configurations, and upgrades.
- Track vendor deliverables, statements of work, and implementation milestones.
- Monitor change management activities, releases, and enhancements.
- Coordinate user acceptance testing and quality assurance efforts across environments.
- Maintain internal system and process documentation.
- Develop and enhance playbooks for system support and issue resolution.
- Review vendor documentation and identify company-specific impacts or updates.
- Support multiple concurrent initiatives and system-related projects.
- Collaborate with Product, Development, and Project Management teams.
- Assist with prioritization of system enhancements, defects, and functional improvements.
- Monitor system usage, volumes, and performance metrics.
- Support reporting and tracking of key performance indicators related to system effectiveness.
- Exposure to software development lifecycle, project management lifecycle, and project lifecycle processes.
- Experience supporting projects in a fast-paced, evolving environment.
- Prior experience working across multiple functional teams or initiatives.
Selene provides mortgage loan servicing and resolution for residential portfolios, handling performing, re-performing, and high-touch special servicing for distressed loans with agency approvals. It is an approved servicer for FHLMC, FNMA, GNMA, VA, and USDA, and is one of only two GNMA single-family master servicers and approved sub-servicers. Its services include loss-mitigation strategies backed by proprietary technology and individualized client management for a diverse client base such as banks, investors, REITs, private equity, hedge funds, GSEs, and government agencies. The goal is to help clients efficiently service and resolve mortgage portfolios while reducing losses through scalable capacity and data-driven, personalized service.
Company Size
501-1,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Houston, Texas
Founded
2004
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See people who can refer or advise you
Simplify's Take
What believers are saying
- Selene Cares+ launched 2026-02-02, improving borrower engagement with self-service educational tools.
- Jocelyn Martin-Leano and Doug Whittemore took expanded roles on 2025-05-07, sharpening execution.
- USA Today named Selene a 2026 Top Workplace, aiding hiring and retention.
What critics are saying
- Mortgage 60+ DPD delinquencies rose to 1.27% in Q2 2025, pressuring collections.
- Selene's loss-mitigation hiring signals growing non-performing exposure and heavier borrower-contact workloads in 2026.
- Any servicing missteps at Selene Finance invite CFPB, investor, and securitization-counterparty scrutiny quickly.
What makes Selene unique
- Selene combines servicing, diligence, and title under one platform across mortgage workflows.
- Fitch upgraded Selene Finance to RPS2- on 2025-10-31, validating operations.
- Doug Whittemore's 2026 digital-first engagement push differentiates Selene from legacy servicers.
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Benefits
Paid Time Off
Medical, Dental &Vision
Employee Assistance Program
Flexible Spending Account
Health Savings Account
Paid Holidays
Company paid Life Insurance
401(k) Company Match
Growth & Insights and Company News
6 month growth
↑ 12%1 year growth
↑ 12%2 year growth
↑ 12%Selene Finance unveils first phase of its borrower assistance campaign. Feb 09, 2026 Selene has launched the first phase of its Selene Cares+ campaign, introducing enhanced digital tools and educational resources designed to improve borrower communication and engagement during times of financial hardship Selene Finance LP has launched the first phase of Selene Cares+, a borrower assistance campaign aimed at streamlining communications and providing clearer, more accessible support for customers navigating financial challenges. The initial rollout centers on enhanced digital outbound communications designed to deliver educational, informative content that borrowers can access on demand - 24 hours a day, year-round. These resources include customized microsites, animated videos, and educational modules, enabling customers to learn at their own pace and revisit material as needed to better understand the options relevant to their financial situation. According to Joe Davila, CEO of Selene Holdings, the campaign responds to common hurdles borrowers face during periods of financial stress, particularly when confusion or incomplete information can impede engagement. "Borrowers are often overwhelmed during periods of financial stress, and confusion or lack of information can become a barrier to meaningful engagement," said Davila. "Selene Cares+ reflects our commitment to meeting customers where they are, with clarity, empathy, and transparency. This program is about creating confidence through understanding and ensuring borrowers know we are here to help." Selene's leadership underscores that the digital experiences go beyond traditional servicing communications by delivering consistent messaging tailored to individual circumstances. Engagement with these tools is measurable and continuously refined to ensure relevance and effectiveness. Get the NMP Daily Essential stories, every weekday. Future phases of the initiative promise expanded content, improved personalization, broader communication channels, and additional self-service capabilities, reinforcing Selene's commitment to proactive borrower engagement throughout the customer journey. "I've helped build borrower communication programs before, but Selene Cares+ takes this concept to an entirely new level," said Douglas Whittemore, chief strategy and growth officer of Selene. "This isn't about sending messages - it's about breaking down barriers to communication and addressing the negative perceptions that sometimes prevent borrowers from engaging. By giving borrowers the ability to learn on their own terms, through intuitive digital experiences, we create a more informative and comfortable path for them to reach out when they're ready to take the next step."
Selene, a provider of industry leading loan servicing, diligence and title solutions, today announced the appointments of Jocelyn Martin-Leano as President, Selene Finance and Doug Whittemore as Chief Strategy and Growth Officer for all Selene Holdings' business lines, effective immediately.