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 a
SVP, Account Management
to join our team!
The
SVP, Account Management
(department head) is responsible for all borrower contact roles at Fay. This team includes agents handling customer service, collections, and SPOCs responsibilities. Account Manager leadership also serves as the primary contact for Fay's client investors. Responsibilities include managing day-to-day operations across multiple clients and sites (Chicago, Dallas, Tampa). This includes, but is not limited to, client interaction, capacity and financial planning, recruiting, hiring, and training, developing leaders, process reengineering and business for technology changes, and gathering and analyzing data while meeting service level expectations at the individual, team, department, and company level for delinquency, collections, and loss mitigation. This role also ensures quality and compliance with all investor, regulatory, and company policies, procedures, and directives.
What you will do for Fay:
Manage all client relationships
Regular interaction with clients, including the preparation and presentation of monthly performance reports, ad hoc reports, and communications as required by the client
Problem solving, project initiation, participation and project management
Supervises and monitors collections, customer service, and loss mitigation activities and workflow to ensure goals of the department and staff are accomplished, while ensuring quality and compliance with organizational and regulatory guidelines
Assigns workloads to staff, while ensuring compliance with service level agreements
Ensures staff completes assigned tasks and or responsibilities within set timelines as well as provides timely, friendly and effective service to customers in loss mitigation functions
Responsible for account management's performance, to include collections, compliance, and attendance
Strong working knowledge MSP, collections, customer service, loss mitigation, escrow analysis, bankruptcy, payment processing, and foreclosure
Ability to calculate income, and review evaluations for loss mitigation decisions
Responsibilities include interviewing and recruiting candidates for hire
Responsible for new hire and continued education training with the loss mitigation individuals/team
and training employees, and providing feedback to employees on performance including improvement expectations
Performs quality reviews within each area of loss mitigation to ensure compliance in accordance with CFPB guidelines, LMP process, evaluation process, reports, and call reviews
Performs employee relations and corrective action as required
Manages time and attendance, payroll, paid time off and bonus compensation
Uses reports to analyze performance trends and outliers
Manages team performance and provides direct expectations and recommendations to enhance and or improve functions within areas of responsibility
What you will bring to Fay:
Bachelor's degree in Accounting, Finance, or related field; High school diploma/GED required
Strong interpersonal/human relations skills
Strong verbal and written communication skills. Demonstrated proficiency in presenting to teams, clients, senior management, etc.
Experience in recruiting, onboarding, training, and managing a high-performance team
Ability to supervise others with an emphasis on productivity, teamwork, and quality
Good organizational abilities and time management skills
Training and team-building skills
5+ years' experience in Leadership roles
Able to work independently and professionally under tight deadlines
Strong customer service skills
7+ years of mortgage originations/servicing experience
Ability to analyze and report performance data (e.g., financial, productivity, quality)
Capability to distribute and allocate resources
Black Knight suite of Mortgage servicing applications
Familiarity with call center telephony systems
Working knowledge of Microsoft Office products (Excel, Word, and PowerPoint
Diversity, Equity, and Inclusion are deeply 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. Department of Homeland Security.
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