VP, Client Relations

Founded in early 2008, 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.

Before founding our company, we conducted an exhaustive analysis of the mortgage servicing industry and gained valuable insight into the problems facing mortgage servicers and their customers. With that insight, we set out to build a different kind of servicing company from the ground up.

Join us on Our Journey

Come join us on our journey to serve our customers and be the leader in our industry! We are currently looking for a VP, Client Relations to join our team!

Reporting to the FVP, Client Relations, this position leads a dedicated team in managing and nurturing client relationships including the implementation of initiatives to enhance client satisfaction, retention, and overall business growth. The VP, Client Relations is responsible for ensuring team members understand client requirements, troubleshoot opportunities in partnership with the broader Servicing Team, and formulate and provide tailored solutions with the goal to drive customer satisfaction.

The role collaborates cross-functionally to ensure seamless service delivery, address client needs, effectively resolve issues, and drive operational excellence. The VP, Client Relations has the broader responsibility for analyzing market trends and client feedback to refine our approach to client relations, fostering a client-centric culture within the organization.

This position will oversee client communications, directly manage key accounts, and identify opportunities to expand our service offerings to position Fay as a preferred partner in the marketplace. The position requires a strong background in client relations, effective leadership skills, a comprehensive understanding of mortgage servicing operations and regulatory compliance. The ability to build and maintain strong client connections will be critical to driving success in this role.

Qualifications include:

• Bachelor's degree in Business, or related field required
• 7+ years' experience in Client Relations
• 10+ years' experience in mortgage servicing required
• 5+ years' experience in customer service leadership experience required
• Demonstrated experience effectively leading people/ teams in a fast-paced, dynamic work environment
• Previous experience successfully managing projects
• Analytical skills to distribute and allocate resources
• Strong customer service skills
• Strong knowledge of Microsoft Office (Excel, Word, and PowerPoint)
• Strong leadership with proven ability to foster an environment of positive employee engagement and trust
• Demonstrated ability to establish credibility; coupled with recognizing and supporting the organization's culture, values, and priorities
• Strong verbal and written communication skills with the ability to effectively interact with all levels across the organization
• Ability to effectively present and facilitate discussions with executive leadership
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization to influence and drive required results
• Strong analytical skills and business acumen
• Strong problem-solving abilities; strong fiscal and technical aptitude
• Strong decision-making abilities coupled with sound judgment
• Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment; effective time management for self and team
• Strong project management skills with the ability to effectively lead matrix teams
• Ability to prioritize, organize time and resources to consistently bring projects to successful completion
• Client-focused with strong execution skills and results orientation; able to link to business needs with tactical execution and results
• Strong attention to detail; strong quality and compliance orientation
• Ability to manage and lead change; high learning agility with the ability to connect multiple variables to identify opportunities and solutions
• Effective management skills include talent selection, training, coaching, mentorship, and performance management
• Collaborative and consultative work style; team orientation
• Self-directed; ability to proactively surface questions, opportunities, issues, and concerns; comfortable working with ambiguity and uncertainty
• Professional maturity, integrity, ability to maintain confidential data and information

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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 $111,600.00-$135,600.00 annually
• This position is eligible for an annual discretionary bonus

Fay Cares!

The Fay-Constructive 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.