VP, Account Management

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 VP, Account Management tojoin our team!

Reporting to the FVP, Account Management, this position is responsible for playing a critical leadership role within Fay’s Residential Servicing division, overseeing both Collections and Single Points of Contact (SPOC) teams. This position drives execution across early- and late-stage delinquency workflows, while delivering an exceptional borrower experience that is compliant, compassionate, and efficient.

This position collaborates closely with peers in Account Management and across Default, Strategy & Analytics, Compliance, and Client Relations to ensure operational effectiveness, regulatory adherence, and strong performance outcomes. Additionally, this role shapes and refines servicing strategies to meet both customer needs and investor expectations in a dynamic and highly regulated environment.

Qualifications include:

• Bachelor’s Degree in Business, Finance, or a related field (or equivalent combination of years of experience with High School Diploma/ GED)
• 7+ years’ experience in mortgage servicing or financial services, with a strong background in collections, loss mitigation, and/ or customer account management
• 5+ years’ experience managing people and leading teams, including the management of other leaders and teams in a performance-driven environment
• Demonstrable understanding of servicing systems (e.g., MSP), investor guidelines, and the regulatory environment including CFPB expectations
• Prior experience working within or alongside SPOC models and/ or high-tough borrower engagement teams is highly preferred
• Strong skills and experience in MS Word, Excel, PowerPoint Point and Power BI
• 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 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 recognize and support 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

Submit Your Resume to Learn More

Featured Benefits

• Medical, Dental and Vision Insurance
• Company Paid Life Insurance
• Disability Insurance
• Pet Insurance
• 401 (k) Program with Employer Matching
• 3 Weeks Paid Time Off (PTO)
• Paid Holidays
• Wellness Initiatives
• Employee Assistance Program

Compensation

• The hiring…