FVP, Consumer Advocacy

Fay Servicing • Tampa, FL

257d • $113,900 - $138,900

About The Position

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. We are currently looking for a 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 omnichannel 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.

Requirements

• 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.
• Demonstrable 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 PowerPoint.
• Strong verbal and written communication skills.
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization.
• 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 and support 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.
• Strong analytical skills coupled with sound judgement and 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.
• 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.

Responsibilities

• Oversee the company's front-line borrower engagement functions.
• Manage domestic and offshore Customer Service teams.
• Lead the Consumer Advocacy group handling written borrower communications.
• Supervise the Complaints team.
• Transform Fay's Customer Service model into a dynamic, multi-channel contact center.
• Manage omnichannel operations and optimize digital engagement processes.
• Drive performance through continuous feedback loops and operational rigor.
• Champion the modernization of manual processes to improve quality, efficiency, and compliance.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees