Lead Consumer Advocacy

Consumer Advocacy Lead

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 AVP, Consumer Advocacy, this position is responsible for handling complex Consumer Advocacy activities and serving as a subject matter expert for escalated inquiries and processes. This role supports and optimizes Consumer Advocacy-related workflows, ensuring compliance with legal and regulatory requirements, helping drive consistency and quality in day-to-day operations. Additionally, the Lead Consumer Advocacy partners closely with team members and cross-functional stakeholders to facilitate timely and accurate resolution of inquiries and tasks.

This role also supports reporting activities, vendor coordination including print vendor communication and process improvement efforts to enhance efficiency and operational effectiveness.

Qualifications include:
Bachelor's Degree in Business or related field (or equivalent combination of years of experience with High School diploma/ GED) 4+ years' experience in mortgage servicing operations, with direct experience in borrower correspondence, complaints and Consumer Advocacy-related functions 3+ years' hands-on experience using mortgage servicing loan platforms, including MSP, with demonstrated ability to navigate systems and research complex loan scenarios Demonstrated advanced knowledge of mortgage servicing practices, including correspondence handling, complaint resolution and servicing operations workflows Strong knowledge of federal, state and investor regulatory requirements related to mortgage servicing, with the ability to apply requirements to ensure compliance and resolve issues in daily operations Solid skills and experience in MS Word, Excel and Outlook Strong verbal and written communication skills Strong listening skills with the ability to facilitate meetings and effectively lead discussions Strong interpersonal skills Strong analytical and problem-solving skills, with the ability to interpret data and support operational decision-making Ability to explain decisions and the reasons why to promote understanding and buy-in with others Solid decision-making abilities coupled with sound judgement Strong organizational and time management skills Ability to effectively prioritize numerous tasks and manage shifting priorities in a fast-paced, dynamic environment Client focused with strong execution skills and results orientation High-level of attention to detail and consistency;

high quality of work product Flexible, open to change; ability to learn new things quickly Collaborative work style; team orientation with the ability to provide guidance for working groups Compliance orientation

Featured 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 Eligible for Hybrid Work Schedule with Remote Flex Days Compensation The hourly range for this position is between $28.20 to $35.15 hourly This position is eligible for an annual discretionary bonus Fay Cares!

The Fay-Genstone Foundation was established to fulfill the philanthropic mission of The Fay Group employees to serve the communities in which they live and work. Our employees make voluntary contributions to the Foundation. Each quarter, their contributions are donated to organizations focused on improving education opportunities, combating poverty, and supporting military service members and first responders. 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. Fay is an equal-opportunity workplace. The Fay Group and affiliated companies…