Fay Servicing, LLC · 1 month ago
FVP, Consumer Advocacy
Tampa, FL
Full-time
Onsite
Director/Executive
$114K/yr - $139K/yr
10+ years expFay Servicing, LLC is a specialty mortgage servicer committed to providing innovative servicing solutions for both residential and business purpose loans. The FVP, Consumer Advocacy will oversee borrower engagement functions and manage customer service teams, while transforming the customer service model into a multi-channel contact center.
FinanceFinancial ServicesMortgageReal Estate
Hiring Manager
Addison Reilly
Responsibilities
Overseeing the company’s front-line borrower engagement functions
Managing the domestic and offshore Customer Service teams
Managing the Consumer Advocacy group, which handles written borrower communications
Managing the Complaints team
Transforming Fay’s Customer Service model into a dynamic, multi-channel contact center
Managing omni-channel operations
Optimizing digital engagement processes
Driving performance through continuous feedback loops and operational rigor
Championing the modernization of manual processes
Focusing on improving quality, efficiency and compliance
Ensuring alignment with customer experience standards and investor expectations
Qualification
Required
Bachelor's Degree in Business, Operations, Communications or a related field (or equivalent combination of years of experience with High School Diploma/ GED)
10+ years' experience in customer service, customer operations or contact center leadership, preferably within financial services or mortgage servicing
7+ years' experience managing people and leading multiple teams, including offshore/ onshore operations
Proven experience in implementing and managing multi-channel contact centers, including digital communication channels (e.g., email, chat, etc.)
Strong knowledge of CFPB and other applicable regulatory requirements
Demonstratable success in driving process improvements, operational efficiency and team transformation
Prior experience utilizing data-driven performance measurement and customer experience initiatives
Proficiency with Customer Relationship Management (CRM) systems, servicing platforms (e.g., MSP) and contact center technologies
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 to influence and drive required results
Effective management skills to include talent selection, training, coaching, mentorship and performance management
Strength of leadership with proven ability to foster an environment of positive employee engagement and trust
Demonstrated ability to quickly establish credibility; coupled with for recognizing and supporting the organization's culture, values and priorities
Collaborative and consultative work style
Able to manage and lead change; agile; high learning agility
Client focused with strong execution skills and results orientation; able to link to business needs with tactical execution and results
Strong analytical skills coupled with sound judgement; strong problem solving abilities
Ability to analyze and interpret data to identify opportunities and propose solutions
Strong project management skills with the ability to effectively lead matrix teams
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 for self and team
Self-directed; ability to proactively surface questions, opportunities, issues and concerns
Professional maturity, integrity, ability to maintain confidential data and information
Strong business acumen; strong fiscal and technical aptitude
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
Company
Fay Servicing, LLC
At Fay Servicing, we are committed to delivering comprehensive mortgage management solutions that serve both our borrowers and clients with care, efficiency, and expertise.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Josh Balson
SVP, Data Science
Recent News
2025-10-01
HousingWire.com
2025-07-08
MarketScreener
2025-07-02
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