AVP, Quality Assurance

About Fay Servicing

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, Quality Assurance, the primary function of the Assistant Vice President (AVP) of Quality Assurance (QA) is to oversee day to day operations of their direct employees within the Quality Assurance department. This includes but is not limited to managing the team and processes related to quality assurance while meeting service level expectations at the individual and team level.

The AVP ensures the QA Specialist Team reviews and reports on the adherence to company procedures, policies and directives regarding mortgage loan servicing. The AVP of QA assists the VP in coordinating QA efforts, including revised scorecards, sampling, reporting results, and following up on remediation.

• Bachelor’s degree in related field preferred (or equivalent combination of years of experience with High School diploma/ GED) required
• 3 + years' mortgage servicing
• 5 + years' quality assurance or risk management experience
• 5 + years in one or all of the following: foreclosure, escrow, bankruptcy, statements, payments, loss mitigation, or account management/customer service experience
• 3 + years' management/supervisor experience required
• Strong working knowledge of collections, customer service, loss mitigation, escrows, bankruptcy, payment processing, boarding and foreclosure
• Demonstrated experience effectively influencing people/teams in a fast-paced, dynamic work environment
• Previous experience leading team projects
• Strong customer service skills
• Strong knowledge of Microsoft Office products (Excel, Word, and Power Point)
• Advanced experience in Black Knight LPS/MSP/Director Premier is a plus
• Extensive knowledge of Share Point, Auditing Software and Data conversions a plus
• Leadership and influencing skills to effectively garner support and navigate a cross-functional environment
• Effective management skills to include talent selection, training, coaching, mentorship and performance management
• Ability to provide effective coaching and feedback when errors are identified as part of the Sr. 2nd level reviews or when questions are raised by the team
• Strong organizational skills; effective time management for self and team
• Ability to effectively manage through change; agile
• Strong problem-solving abilities; ability to analyze and interpret quality assurance data to identify opportunities and propose well-developed solutions
• Strong verbal and written communication skills
• Strong listening skills with the ability to facilitate meetings and effectively lead discussions
• Strong interpersonal skills with the ability to develop and…