Founded in early 2008, Fay Servicing is committed to providing innovative servicing solutions for both performing and non-performing mortgage loans. As a specialty mortgage servicer who sees the customer behind every loan, we understand that our customers aren’t 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.Come join us on our journey to serve our customers and be the leader in our industry! We are currently looking for a Client Relations Manager II to join our team!Reporting to the FVP, Client Relations, this position is responsible for managing client relationships across assigned investors.
This role requires an in-depth knowledge of tactical and strategic approaches to actively engage with clients regarding growth strategy while optimizing our client’s satisfaction and revenue.The role will be responsible for providing recommendations to improve portfolio performance. Position requires effective client communication, prioritization, problem solving and follow up skills, working with leaders across the organization to obtain timely and thorough data-backed insights and responses, and owning the tactical portion of client performance management.
What you will do for Fay:
- Working with our more complex client portfolios, developing a thorough understanding of portfolio goals, confirming revenue targets, and ensure alignment with portfolio strategies to achieve the client’s needs
- Deliver prompt and effective communication to and from key leadership, departments, and clients in order to ensure consistency of messaging, client satisfaction, and accuracy of information
- Develop and drive reporting to monitor and assess portfolio performance
- Partner with the Account Management Team to ensure that client deliverables are met including achievement of service levels, performance expectations, and execution of client-specific strategies
- Review client portfolio weekly to identify areas of opportunity for efficiency gain by standardizing reporting or other client deliverables across all portfolios
- Prepare, deliver, and facilitate monthly client reporting packages and PowerPoint presentations to reflect both the analysis and insight into the prior month’s performance; analysis to include recommendations for improving portfolio performance
- Effectively track client deliverables, revenue opportunities, and pain points; maintain up-to-date communication of client details internally to key stakeholders including the CEO and President
- Address ad-hoc client reporting requests through the most efficient combination of compiling and delivering quick hits reporting, as well as the creation/ enhancement of new and existing reports to better address client needs
- Assist with the preparation of Statement of Work (SOW) documents to communicate identified services, required activities, and corresponding compensation and fees with the goal to drive incremental revenue opportunities for Fay
- Regularly review SOWs to confirm accuracy and ensure delivery in accordance with defined terms; partner with internal teams as needed
- Identify and escalate organizational issues that impact the servicing of clients; collaborate to solve programs; identify solutions; adjust processes and ensure preventative measures are put in place
- May collaborate on projects within the department or cross-functionally; may lead projects as assigned
- Develop domain knowledge of Fay’s business to include an understanding of short-term goals and long-term strategies for the organization
- Maintain broad influence through ongoing development of productive cross-functional relationships across the organization
- Ensure compliance with Fay’s policies, processes, and practices
- Maintain a current working knowledge of federal, state, and local regulatory requirements; ensure audit and control processes are current and followed in compliance with federal/ state requirements
- Role model Fay’s Values, Operating Principles, ethical standards, professionalism, and code of conduct
- Attend and successfully complete all department and company-required training
- Perform other duties and responsibilities as assigned
What you will bring to Fay:
- Bachelor’s degree in Business or related field (or equivalent combination of years of experience with High School diploma/ GED) required
- 5+ years' experience in Client Relations
- 5+ years' experience in mortgage servicing
- 3+ years' experience in customer service
- Demonstrated experience servicing clients in a fast-paced, dynamic work environment
- Previous experience leading team projects
- Strong customer service skills
- Strong knowledge of Microsoft Office (Excel, Word and Power Point)
- Leadership and influencing skills to effectively garner support and navigate a cross-functional environment
- 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 facilitation skills with the ability to present to clients on behalf of the company
- Strong analytical skills
- Strong problem-solving abilities; ability to analyze and interpret client portfolio and financial performance data to identify opportunities and propose well-developed solutions
- Solid decision-making abilities coupled with sound judgment
- 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 self and others through change; high learning agility
- Collaborative and consultative work style; high team-orientation
- Self-directed; comfortable working with ambiguity and uncertainty; ability to proactively ask questions and surface issues/ concerns
- Demonstrated ability to foster an environment of positive engagement and trust
- Demonstrated ability to establish credibility for recognizing and supporting the organization’s culture, values, and priorities
- Strong project management skills
- Professional maturity, integrity, ability to maintain confidential data and information
- Strong business acumen; strong fiscal and technical aptitude
Equity and Inclusion are embedded into our way of working 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 here at Fay. We are proud to be an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information go to www.dhs.gov/E-Verify. E-Verify is a registered trademark of the U.S.
Department of Homeland Security.
