Teams 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.