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, Mortgage Operations, this position is responsible for leading loan operations activities, directly managing loan operations team members to support branch production goals. This role ensures operational excellence, regulatory compliance and timely high-quality loan delivery across all channels. This position is responsible for handling personal production tasks as required.
This position utilizes advanced expertise in Encompass and a thorough understanding of conventional, FHA, VA, USDA loan programs to guide the loan operations team, resolve complex operational issues and drive consistent loan quality through effective training, system support and cross-functional collaboration.
Qualifications Include:
- Bachelor’s Degree in Business, Finance or related field (or equivalent combination of years of experience with High School Diploma/ GED)
- 5+ years’ experience in mortgage operations, including loan processing and pipeline management
- 5+ years’ experience in underwriting residential mortgages
- Strong knowledge of conventional, FHA, VA, and USDA loan programs to include underwriting guidelines
- Proficient in Encompass LOS
- Previous experience managing people and leading teams highly preferred
- Prior experience working in fast paced, deadline-driven environment
- Strong skills and experience in MS Word, Excel and PowerPoint
- Strong verbal and written communication skills
- Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
- Collaborative and consultative work style; high team-orientation
- Effective management skills to include talent selection, training, coaching and performance management
- Demonstrated ability to foster an environment of positive engagement and trust
- Open to change; agile; high learning agility
- Strong analytical skills coupled with sound judgement
- Strong problem-solving abilities
- Ability to analyze and interpret data to identify opportunities and propose solutions
- Demonstrated ability to establish credibility for recognizing and supporting the organization’s culture, values and priorities
- Strong project management skills
- 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
- Self-directed; ability to proactively ask questions and surface issues/ concerns
- Professional maturity, integrity, ability to maintain confidential data and information
- Strong business acumen; strong fiscal and technical aptitude
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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 base hiring range for this position is between $75,000.00 - $95,000.00 annually
- This position is eligible for an additional monthly incentive
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 participate in E-Verify. For more information go to www.dhs.gov/E-Verify.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Bachelor's degree in Business, Finance or related field (or equivalent experience)
- 5+ years' experience in mortgage operations, including loan processing and pipeline management
- 5+ years' experience in underwriting residential mortgages
- Strong knowledge of conventional, FHA, VA, and USDA loan programs and underwriting guidelines
- Proficient in Encompass LOS
- Previous experience managing people and leading teams
- Prior experience working in a fast paced, deadline-driven environment
- Strong skills and experience in Microsoft Word, Excel and PowerPoint
- Strong verbal and written communication skills
- Strong interpersonal skills and ability to develop and maintain effective relationships across the organization
- Collaborative and consultative work style; high team-orientation
- Effective management skills including talent selection, training, coaching and performance management
- Demonstrated ability to foster an environment of positive engagement and trust
- Agile, open to change, high learning agility
- Strong analytical skills coupled with sound judgment
- Strong problem-solving abilities
- Ability to analyze and interpret data to identify opportunities and propose solutions
- Strong project management skills
- Strong attention to detail; strong quality and compliance orientation
- Ability to effectively prioritize under tight deadlines; effective time management
- Self-directed; ability to proactively ask questions and surface issues/concerns
- Professional maturity, integrity, and ability to maintain confidential data and information
- Strong business acumen; strong fiscal and technical aptitude
What We Do
Founded in early 2008 to address challenges created by the growing housing crisis, our company is committed to providing innovative servicing solutions for both performing and non-performing mortgages. Until recently, the existing traditional mortgage servicers were adequately able to handle the mortgages under their care. The functioning premise of their servicing models was a high volume, low delinquency approach. However, in the last two years, due to many factors, residential mortgages have begun experiencing unprecedented levels of delinquency. As a direct result, many servicers quickly found themselves overwhelmed and unable to effectively manage the resulting complications. We conducted an exhaustive analysis of the existing mortgage servicing industry and gained valuable insight into the short-comings of current mortgage servicers. Realizing that even adapting an existing approach was wrought with immense challenges including legacy portfolio issues and unproductive corporate cultures, we decided to build a new model from the ground up, the focus of which would be to benefit both the homeowners and the lenders.
