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 AM SPOC II to join our team!Reporting to AVP, Account Management, this position is the primary point of contact for a portfolio of borrowers who are delinquent on their mortgages and/ or who seek loss mitigation assistance so that they can resolve complex issues for foreclosure avoidance.
This role performs collection activities while providing exemplary customer service.Additionally, the AM SPOC II minimizes portfolio losses by expediting loss mitigation outcomes while maintaining compliance standards by accurately documenting accounts in accordance with the Fair Debt Collection Practices Act [FDCPA], state and federal regulatory guidelines, and adhering to company policies and procedures.
What you will do for Fay Servicing:
- Conduct analytical assessments of the mortgagor’s financial standing by completing a personal budget analysis and thoroughly discussing foreclosure alternatives
- Elevate non–non-performing loans for best execution to avoid foreclosure
- Serve as the borrowers’ point of contact through the completion of approved workout options
- Properly document all borrower communications and workout options per regulatory standards
- Assist in the collection of financial documents; provide various documents for execution
- Review and validate financial information and documentation provided by customers or their authorized agents
- Assist borrowers in avoiding charges and fees on loans
- Communicate evaluation results if results warrant no options available to further educate customers
- Maintain contact compliance with all assigned accounts
- Serve as a referral source for Insurance, Originations and Realtor opportunities
- Provide “best in class” service on every call
- Keep current with the market changes and regulations pertaining to mortgage servicing
- Manage related reporting
- Develop domain knowledge of Fay’s business to include an understanding of organizational objectives
- Develop positive working relationships within the team and across the organization
- Ensure compliance with Fay’s policies, processes, and practices. Successfully complete all department and company-required training
- Model Fay’s Values, Operating Principles, ethical standards, professionalism and code of conduct
- Demonstrate behaviors that align with Fay's Values and Operating Principles
- Perform other duties and responsibilities as assigned
What you will bring to Fay Servicing:
- High school diploma or GED required; some college preferred
- 3+ years’ experience as a SPOC required
- 3+ years’ experience in customer service preferred
- 3+ years’ experience in the mortgage industry and collections preferred
- Previous experience working in a fast-paced environment
- Previous experience working with and demonstrated proficiency with loan servicing platforms
- Solid skills and experience in MS Word, Excel, and Outlook
- Strong verbal and written communication skills with the ability to effectively interact with individuals both internal and external to the organization
- Strong interpersonal skills
- Strong analytical skills coupled with solid decision-making abilities
- Good judgment with the ability to evaluate customer needs and delinquency options; review and decision appropriate options
- Strong time management skills
- Ability to prioritize numerous tasks and manage shifting priorities
- Client-focused with strong execution skills and results orientation
- High level of precision with attention to detail and consistency
- Flexible, open to change, ability to learn new things quickly
- Ability to work in a collaborative environment and provide guidance for working groups
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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