Founded in early 2008, Fay Servicing is committed to providing innovative servicing solutions for both performing and non-performing mortgage loans. As a specialty mortgage servicer who sees the customer behind every loan, we understand that our customers aren’t loan numbers — they’re homeowners.
Before founding our company, we conducted an exhaustive analysis of the mortgage servicing industry and gained valuable insight into the problems facing mortgage servicers and their customers. With that insight, we set out to build a different kind of servicing company from the ground up.Come join us on our journey to serve our customers and be the leader in our industry! We are currently looking for an AVP, Account Management to join our team!Reporting to the FVP, Account Management, this position oversees day-to-day operations within the Account Management (AM) team.
This includes but is not limited to supervising the people and processes related to service level expectations at the individual and team level. This position ensures the staff is complying with all investor, regulatory, and company policies, procedures, and guidelines. This role is responsible for managing accounts for Fay Servicing as it pertains to CFPB’s timelines and waterfalls while building and maintaining a compliant process flow that will maximize our client’s revenue opportunities.Success in this role requires solid technical expertise, excellent people skills, and a collegial approach. The position oversees projects and leads/ develops the team to streamline processes to achieve productivity, efficiency, and quality goals through strong leadership and the proven ability to foster a positive, collaborative work environment.
What you will do for Fay Servicing:
- Lead a high-performing team of professionals through effective acquisition, onboarding, and training of talent. Manage performance and foster the development of employees
- Supervise and monitor collections, customer service, and loss mitigation activities and workflow to ensure the goals of the department and staff are achieved while ensuring quality and compliance with organizational and regulatory guidelines
- Assign workloads to staff, while ensuring compliance with service-level agreements
- Ensure staff completes assigned tasks and or responsibilities within set timelines; provide timely, friendly, and effective service to customers for loss mitigation functions
- Manage team performance to include collections, compliance, and attendance
- Develop and maintain strong working knowledge MSP, HAMP, HAFA, collections, customer service, escrow analysis, bankruptcy, payment processing, and foreclosure; share and transfer knowledge to the team
- Calculate income and review evaluations for loss mitigation decisions; educate team on analysis and process
- Recruit, interview, and hire candidates; provide continued education and training with the loss mitigation individuals /team; provide feedback to employees on performance; manage performance outcomes and contribution
- Perform quality reviews within each area of loss mitigation to ensure compliance in accordance with CFPB guidelines, LMP process, evaluation process, reports, and call reviews
- Interact with clients to report performance and gain expectations; utilize reports to analyze performance trends and outliers
- Represent Fay Servicing and clients in mediation as needed
- Develop domain knowledge of Fay’s business to include an understanding of organizational goals and objectives
- Maintain broad influence through ongoing development of relationships across the organization
- Ensure compliance with Fay’s policies, processes, and practices to include successful completion of all department and company-required training
- Maintain a current working knowledge of federal, state, and local regulations
- Ensure audit and control processes are current and followed in compliance with Fay’s policies, department objectives, federal and state requirements
- Role model ethical standards, professionalism, and code of conduct
- Ensure demonstrated behaviors align with Fay's Values and Operating Principles
- Perform other duties and responsibilities as assigned
What you will bring to Fay Servicing:
- Bachelor’s degree in Business or related field (or equivalent combination of years of experience with High School diploma/ GED) required
- 5+ years' experience in customer service preferred
- 3+ years' mortgage origination experience preferred
- 1+ years' experience leading people and teams preferred
- Successful experience managing others in a fast-paced environment
- Proficient and experienced working in a call center with an IVR, WFM, Dialer
- Strong skills and experience in MS Word, Excel, and PowerPoint
- Strong verbal and written communication skills
- Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
- Collaborative and consultative work style; high team-orientation
- Effective management skills include talent selection, training, coaching, and performance management
- Demonstrated ability to foster an environment of positive employee engagement and trust
- Open to change; agile; high learning agility
- Strong analytical skills coupled with sound judgment
- Strong problem-solving abilities
- Ability to analyze and interpret data to identify opportunities and propose solutions
- Demonstrated ability to establish credibility for recognizing and supporting the organization’s culture, values and priorities
- Strong project management skills
- Strong attention to detail; strong quality and compliance orientation
- Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment; effective time management
- Self-directed; ability to proactively ask questions and surface issues/ concerns
- Professional maturity, integrity, ability to maintain confidential data and information
- Strong business acumen; strong fiscal and technical aptitude
Equity and Inclusion are embedded into our way of working at Fay. We believe that the best ideas come from having a team that is diverse in backgrounds, experiences, and perspectives. We strive to ensure each of our employees feels valued, respected and included and is presented with equal opportunities to be successful here at Fay. We are proud to be an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information go to www.dhs.gov/E-Verify. E-Verify is a registered trademark of the U.S.
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