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, Loan Administration, this position is responsible for managing a team of professionals who handle complex and high-risk special loan accounts, including those in default, modifications or those that require special handling. This role manages the verification of data and the processing of ARM (Adjustable Rate Mortgage) loans to meet service-levels at the individual, team, department and company level.
Additionally, the AVP, Special Loans, ensures that all ARM loans serviced adjust on time and accurately. This position manages the workflow, assists in verifying ARM data and ensures all ARM notices are sent correctly and timely. This role ensures adherence to regulatory and company procedures, policies and directives regarding Special Loans.
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 with Special Loans
- 5+ years' experience in the mortgage servicing industry
- 3+ years' experience with ARM, DSI, Step Rate, SCRA, HELOC and other unconventional loan products
- Previous experience managing people/ leading teams
- Demonstrated experience working in a fast-paced work environment
- Strong project management skills with demonstrated experience leading projects
- Strong knowledge of Microsoft Office products (Excel, Word and Power Point)
- MSP experience preferred
- Strong leadership with proven ability to foster an environment of positive employee engagement and trust
- Demonstrated ability to establish credibility; coupled with for recognizing and supporting the organization’s culture, values and priorities
- Strong verbal and written communication skills
- Strong listening skills with the ability to facilitate meetings and effectively lead discussions
- Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
- Strong analytical skills
- Strong problem-solving abilities; ability to analyze and interpret data to identify opportunities and propose well-developed solutions
- Solid decision-making abilities coupled with sound judgement
- Strong organizational skills; effective time management for self and team
- Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment
- Client focused with strong execution skills and results orientation
- Strong attention to detail; strong compliance orientation; high quality of work product
- Ability to effectively manage through change; agile; high learning agility
- Collaborative and consultative work style; high team-orientation
- Effective management skills to include talent selection, training, coaching and performance management
- Self-directed; comfortable working with ambiguity and uncertainty; 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 hiring range for this position is between $75,000.00 to $95,000.00 annually
- 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 participate in E-Verify. For more information go to www.dhs.gov/E-Verify.
Equal Opportunity EmployerThis 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 or a related field, or an equivalent combination of experience with a high school diploma or GED
- At least 4 years of experience with Special Loans
- At least 5 years of experience in the mortgage servicing industry
- At least 3 years of experience with ARM, DSI, Step Rate, SCRA, HELOC, and other unconventional loan products
- Previous experience managing people or leading teams
- Experience working in a fast-paced environment
- Strong project management skills and experience leading projects
- Strong knowledge of Microsoft Office products, including Excel, Word, and PowerPoint
- MSP experience
- Strong leadership, employee engagement, and relationship-building abilities
- Strong verbal, written, listening, interpersonal, analytical, problem-solving, organizational, and decision-making skills
- Ability to prioritize effectively under tight deadlines and manage through change and ambiguity
- Effective talent selection, training, coaching, and performance management skills
- Professional maturity, integrity, and ability to maintain confidential information
- Strong business acumen, fiscal aptitude, 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.
