Jobs at Fay Servicing, LLC

Manages an inside sales team responsible for mortgage loan originations through a call center model. Drives loan production by implementing sales strategies, improving lead conversion, monitoring performance, ensuring regulatory compliance, and optimizing pipeline efficiency. Leads coaching, training, talent development, and process improvements while partnering with internal teams to streamline originations and achieve business objectives.

Serves as the first-line contact for institutional client inquiries and loan-level concerns. Researches and resolves ticketed issues within service levels, coordinates with internal teams, escalates complex matters, prepares client demonstrations, documents issues, tracks requests in SNOW, and identifies trends for leadership reporting. Requires strong mortgage servicing knowledge, customer service, communication, analytical, decision-making, prioritization, and relationship-management skills.

Oversee daily mortgage servicing quality assurance operations, manage QA employees and processes, and ensure adherence to company policies, procedures, and regulatory requirements. Coordinate scorecards, sampling, reporting, remediation, and second-level reviews. Lead hiring, training, coaching, performance management, team projects, and cross-functional collaboration while analyzing QA data, identifying risks, and driving corrective actions.

Processes incoming mortgage payments, reconciles accounts, resolves payment discrepancies, and responds to borrower payment inquiries. Maintains accurate payment records, supports regulatory and company-policy compliance, manages email communications, and collaborates with internal and external customers. The role requires prioritization, analytical problem-solving, attention to detail, and effective performance in a fast-paced servicing environment.

Supports HR programs, employee lifecycle activities, and daily HR operations. Administers leave of absence and workplace accommodation cases, coordinates vendors, manages compliance requirements, supports onboarding and terminations, and handles workforce transitions, unemployment claims, and employee engagement initiatives. The role also manages the Executive Welcome program, supports acquisitions and reporting, maintains employee data, and contributes to audits, process improvements, and HR special projects.

Processes incoming mortgage payments, reconciles accounts, resolves payment discrepancies, and assists borrowers with payment inquiries. Maintains accurate payment records, responds to communications, prioritizes shifting tasks, and ensures compliance with regulatory requirements and company policies. Collaborates with internal and external customers while applying analytical problem-solving, attention to detail, and strong customer service skills.

Leads the Special Loans team overseeing complex, high-risk mortgage accounts, including defaults, modifications, ARM, HELOC, SCRA, DSI, and step-rate loans. Ensures accurate and timely ARM adjustments, data verification, notices, workflow management, regulatory compliance, and service-level performance. The role also manages employees, leads projects, supports process improvements, and fosters strong communication, engagement, and operational execution.

Support the Mortgage Servicing Rights investment strategy through pricing, trading, valuation, and portfolio management, collaborating with internal departments.

Leads enterprise accounting, payroll, accounts payable, month-end close, financial reporting, audits, cash flow, reconciliations, controls, debt reporting, covenant compliance, and GAAP accounting assessments. Oversees MSR valuation, regulatory and investor reporting, budgeting, forecasting, process improvement, and accounting team development. Acts as liaison with auditors, regulators, lenders, valuation firms, and executive stakeholders while managing teams and strengthening policies, procedures, and internal controls.

Originates business-purpose loans, including DSCR rental, bridge, fix-and-flip, and private lending products. Builds and manages a pipeline from company leads, referral partners, investors, brokers, and self-generated prospects. Assesses borrower needs, explains loan structures, maintains compliance, and meets production and quality goals in a call-center environment.

Lead planning, execution, and improvement of projects and strategies to drive revenue, cost savings, operational enhancements, and regulatory compliance. Define process and technology recommendations, track SLAs/KPIs, evolve strategy execution methodology, and collaborate with Policies & Procedures to ensure controls and adherence across assigned financial services groups.

Manage and maintain escrow accounts, analyze escrow financial data, and facilitate disbursements for taxes, insurance, MIP/PMI and related obligations. Perform escrow analyses, ensure regulatory and company policy compliance, resolve account issues, and collaborate with internal teams to support borrower and investor needs.

Perform in-depth assessments of complex and high-risk loan accounts, identify risks, recommend and implement resolution strategies, manage account status, prepare records and reports, and coordinate with internal and external stakeholders to ensure compliance and optimize loan performance.

Administer interim servicing for retail and correspondent loans, manage first payment collection and application, borrower communications, escrow reconciliation, investor transfer notices, ensure RESPA compliance, support transaction desk overflow, and improve borrower experience during loan boarding.

The Senior Business Strategy Manager will enhance operational efficiency, define processes, support project execution, and drive revenue and cost savings across departments.

Responsible for soliciting new residential mortgage business, educating clients on mortgage solutions, and maintaining compliance. Works in a call center environment with provided and self-generated leads.