FVP, Consumer Advocacy

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.

Come join us on our journey to serve our customers and be the leader in our industry! We are currently looking for an FVP, Consumer Advocacy to join our team!

Reporting to the SVP, Account Management, the FVP, Consumer Advocacy is responsible for overseeing the company’s front-line borrower engagement functions. This includes managing the domestic and offshore Customer Service teams, the Consumer Advocacy group, which handles written borrower communications, and the Complaints team.

This position plays an integral leadership role in transforming Fay’s Customer Service model into a dynamic, multi-channel contact center. Additionally, this role manages omni-channel operations, optimizes digital engagement processes and drives performance through continuous feedback loops and operational rigor. This leader also champions the modernization of manual processes, focusing on improving quality, efficiency and compliance while ensuring alignment with customer experience standards and investor expectations.

Qualifications Include:

• 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 Power Point
• 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