AVP, Mortgage Operations Manager

Fay Servicing is a nationally recognized mortgage servicer known for delivering borrower‑focused support and investor‑driven results. As a subsidiary of Fay Financial and a key part of The Fay Group, Fay Servicing specializes in managing re‑performing and non‑performing loans, as well other specialty products like Non‑QM, jumbo, business purpose loans.

Fay Servicing’s high‑touch servicing model emphasizes personalized care, helping homeowners navigate escrow, payments, and hardship solutions with confidence. For clients, we offer a strategic, transparent partnership built on operational excellence, real‑time reporting, and regulatory compliance. Fay’s end‑to‑end servicing capabilities cover early‑stage collections, loan modifications, property preservation, and default management. We also offer interim and business purpose servicing, including the infrastructure to oversee renovations and manage rents.

Headquartered in Tampa and operating nationwide, Fay Servicing combines deep industry expertise with cutting‑edge technology to reduce risk, improve portfolio performance, and ensure an exceptional experience for both borrowers and investors.

Reporting to the VP, Mortgage Operations, this position is responsible for leading loan operations activities, directly managing loan operations team members to support branch production goals. This role ensures operational excellence, regulatory compliance and timely high‑quality loan delivery across all channels. This position is responsible for handling personal production tasks as required.

This position utilizes advanced expertise in Encompass and a thorough understanding of conventional, FHA, VA and USDA loan programs to guide the loan operations team, resolve complex operational issues and drive consistent loan quality through effective training, system support and cross‑functional collaboration.

• Bachelor’s Degree in Business, Finance or related field (or equivalent combination of years of experience with High School Diploma/ GED)
• 5+ years’ experience in mortgage operations, including loan processing and pipeline management
• 5+ years’ experience in underwriting residential mortgages
• Strong knowledge of conventional, FHA, VA, and USDA loan programs to include underwriting guidelines
• Proficient in Encompass LOS
• Previous experience managing people and leading teams highly preferred
• Prior experience working in fast paced, deadline‑driven environment
• Strong skills and experience in MS Word, Excel and Power Point
• 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 to include talent selection, training, coaching and performance management
• Demonstrated ability to foster an environment of positive 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 solutions
• Demonstrated ability to establish credibility for recognizing and supporting the organization’s culture, 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

• 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 Days

• The base hiring range for this position is between $75,000.00 - $95,000.00 annually
• This position is eligible for an additional monthly incentive

The Fay‑Genstone…