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    FVP, Customer Service - Dallas, United States - Fay Financial

    Fay Financial
    Fay Financial Dallas, United States

    5 days ago

    Default job background
    Description

    ** FVP, Customer Service & Collections**

    **Job Category****:** Fay Servicing **Requisition Number****:** FVPCU003086 Showing 1 location **Job Details**

    **Description**

    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 and originator that sees the customer behind every loan, we understand that our customers arent loan numbers theyre 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 **FVP,** **Customer Service and Collections** to join our team.

    The **First Vice President of Customer Service and Collections** will oversee day-to-day operations within the Customer and Collections teams. This includes but is not limited to: supervising the people and processes related to all customer-facing functions of our current customer portfolio and up to 60 days delinquent while meeting service level expectations at the individual, team, department, and company level. The role will ensure teams are complying with all investor, regulatory, and company policies, procedures, and directives.

    **What you will do for Fay:**

    Supervise and manage multiple customer-facing teams on multiple sites

    Coach, mentor, and develop high performing teams to achieve and exceed goals and expectations

    Regular interaction with peers, teams, Sr. Leaders, including the preparation and presentation of monthly performance reports, ad hoc reports, and communications as required

    Project participation and project management

    Supervise and monitor customer service and collection activities and workflow to ensure goals of the department and staff are accomplished while ensuring quality and compliance with organizational and regulatory guidelines

    Assign workloads to staff, while ensuring compliance with service level agreements

    Ensure staff completes assigned tasks and or responsibilities within set timelines as well as provides timely, friendly, and effective service to customers

    Responsible for performance, including compliance, and attendance/schedule adherence

    Interview and recruit candidates for hire

    Responsible for new hire and continued education training with the customer service and collections individuals/team

    and training employees, and providing feedback to employees on performance including improvement expectations

    Perform quality reviews within each area of customer service and collections to ensure compliance in accordance with CFPB guidelines and call reviews

    Perform employee relations and corrective action as required

    Manage time and attendance, payroll, paid time off, and bonus compensation

    Use reports to analyze performance trends and outliers

    Manage team performance and provides direct expectations and recommendations to enhance and or improve functions within areas of responsibility

    Develop and implements Call Model, OB Dialer Strategy

    **What you will bring to Fay:**

    Bachelors degree; High school diploma/GED required

    10+ years mortgage customer service, collections, default servicing experience

    7 + years of experience in managing teams to meet and exceed objectives

    5+ years of experience in managing Customer Service and Collections teams

    Strong interpersonal/human relations skills, Collaborator in practice, builds and develops teams

    Demonstrate ability to implement frameworks, proposes solutions to complex, ambiguous strategic problems, ensures solutions to problems address multiple perspectives

    Experience in proactively addressing stakeholder concerns to build buy-in

    Ability to work independently and professionally under tight deadlines

    Ability to analyze and report performance data (e.g., financial, productivity, quality)

    Experience with Black Knight suite of Mortgage servicing applications

    Familiarity with call center telephony systems, WorkForce Management tools/process, Dialer functionality

    Working knowledge of Microsoft Office products (Excel, Word, and PowerPoint)

    Comprehensive knowledge of the mortgage and servicing industry, as well as compliance requirements. Demonstrated leadership traits and skills

    We dont just accept diversity we support it, celebrate it, and thrive on it for the benefit of our employees, our customers and our company. We are proud to be an equal opportunity workplace where we strive to think outside, and not simply check, the box.

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

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