Founded in early 2008, Fay Servicing is committed to providing innovative servicing solutions for both residential and business purpose loans. As a specialty mortgage servicer who sees the customer behind every loan, we understand that our customers are not 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.
Join us on Our Journey
Come join us on our journey to serve our customers and be the leader in our industry! We are currently looking for
a(n)
AVP, Client Relations to join our team!Reporting to the SVP, Client Relations, this position is responsible for overseeing the daily operations of the Client Relations functions, ensuring efficient intake processing, SLA adherence and timely resolution of client requests. This role manages a team of Client Relations Managers and Analysts, ensuring effective ticket management, escalation handling, reporting, and project execution. This position drives process improvements, leads change management initiatives, and aligns data insights with strategic goals and client outcomes.This role ensures that client interactions are handled efficiently and professionally, contributing to high levels of client satisfaction while maintaining awareness of client sentiment and communication needs.
Additionally, this position collaborates with internal teams to resolve cross-functional and complex client issues.
Qualifications include:
- Bachelor’s Degree in Business or a related field (or equivalent combination of years of experience with High School Diploma/GED)
- 5+ years’ direct experience in mortgage servicing
- 5+ years’ experience in client relations or customer service, preferably in mortgage servicing or financial services
- 3+ years’ experience managing people and leading teams in a fast-paced, dynamic environment is highly preferred
- 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 judgement
- Strong problem-solving abilities
- Ability to analyze and interpret data to identify opportunities and propose a solution
- Demonstrated ability to establish credibility for recognizing and supporting the organization’s 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
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Featured Benefits
- Medical, Dental, and Vision Insurance
- Company Paid Life Insurance
- Disability Insurance
- Pet Insurance
- 401k Program with Employer Matching
- 3 Weeks Paid Time Off (PTO)
- Paid Holidays
- Wellness Initiatives
- Employee Assistance Program
- Eligible for Hybrid Work Schedule with Remote Flex Day
Compensation
- The hiring range for this position is between $94,800.00-$123,500.00 annually
- This position is eligible for an annual discretionary bonus
Fay Cares!
The Fay-Constructive Foundation was established to fulfill the philanthropic mission of The Fay Group employees to serve the communities in which they live and work. Our employees make voluntary contributions to the Foundation. Each quarter, their contributions are donated to organizations focused on improving education opportunities, combating poverty, and supporting military service members and first responders.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. Fay is an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information, go to www.dhs.gov/E-Verify.
