Lead Consumer Advocacy

Fay Servicing, LLC•Tampa, FL

3h•$28 - $35•Hybrid

About The Position

Reporting to the AVP, Consumer Advocacy, this position is responsible for handling complex Consumer Advocacy activities and serving as a subject matter expert for escalated inquiries and processes. This role supports and optimizes Consumer Advocacy-related workflows, ensuring compliance with legal and regulatory requirements, helping drive consistency and quality in day-to-day operations. Additionally, the Lead Consumer Advocacy partners closely with team members and cross-functional stakeholders to facilitate timely and accurate resolution of inquiries and tasks. This role also supports reporting activities, vendor coordination including print vendor communication and process improvement efforts to enhance efficiency and operational effectiveness.

Requirements

Bachelor’s Degree in Business or related field (or equivalent combination of years of experience with High School diploma/ GED)
4+ years' experience in mortgage servicing operations, with direct experience in borrower correspondence, complaints and Consumer Advocacy-related functions
3+ years' hands-on experience using mortgage servicing loan platforms, including MSP, with demonstrated ability to navigate systems and research complex loan scenarios
Demonstrated advanced knowledge of mortgage servicing practices, including correspondence handling, complaint resolution and servicing operations workflows
Strong knowledge of federal, state and investor regulatory requirements related to mortgage servicing, with the ability to apply requirements to ensure compliance and resolve issues in daily operations
Solid skills and experience in MS Word, Excel and Outlook
Strong verbal and written communication skills
Strong listening skills with the ability to facilitate meetings and effectively lead discussions
Strong interpersonal skills
Strong analytical and problem-solving skills, with the ability to interpret data and support operational decision-making
Ability to explain decisions and the reasons why to promote understanding and buy-in with others
Solid decision-making abilities coupled with sound judgement
Strong organizational and time management skills
Ability to effectively prioritize numerous tasks and manage shifting priorities in a fast-paced, dynamic environment
Client focused with strong execution skills and results orientation
High-level of attention to detail and consistency; high quality of work product
Flexible, open to change; ability to learn new things quickly
Collaborative work style; team orientation with the ability to provide guidance for working groups
Compliance orientation

Responsibilities

Handling complex Consumer Advocacy activities
Serving as a subject matter expert for escalated inquiries and processes
Supporting and optimizing Consumer Advocacy-related workflows
Ensuring compliance with legal and regulatory requirements
Driving consistency and quality in day-to-day operations
Partnering closely with team members and cross-functional stakeholders to facilitate timely and accurate resolution of inquiries and tasks
Supporting reporting activities
Vendor coordination including print vendor communication
Process improvement efforts to enhance efficiency and operational effectiveness