Jobs at Fay Servicing, LLC

Serves as the first-line contact for institutional client inquiries and loan-level concerns. Researches and resolves ticketed issues within service levels, coordinates with internal teams, escalates complex matters, prepares client demonstrations, documents issues, tracks requests in SNOW, and identifies trends for leadership reporting. Requires strong mortgage servicing knowledge, customer service, communication, analytical, decision-making, prioritization, and relationship-management skills.

Oversee daily mortgage servicing quality assurance operations, manage QA employees and processes, and ensure adherence to company policies, procedures, and regulatory requirements. Coordinate scorecards, sampling, reporting, remediation, and second-level reviews. Lead hiring, training, coaching, performance management, team projects, and cross-functional collaboration while analyzing QA data, identifying risks, and driving corrective actions.

Leads the Special Loans team overseeing complex, high-risk mortgage accounts, including defaults, modifications, ARM, HELOC, SCRA, DSI, and step-rate loans. Ensures accurate and timely ARM adjustments, data verification, notices, workflow management, regulatory compliance, and service-level performance. The role also manages employees, leads projects, supports process improvements, and fosters strong communication, engagement, and operational execution.

Support the Mortgage Servicing Rights investment strategy through pricing, trading, valuation, and portfolio management, collaborating with internal departments.

Leads enterprise accounting, payroll, accounts payable, month-end close, financial reporting, audits, cash flow, reconciliations, controls, debt reporting, covenant compliance, and GAAP accounting assessments. Oversees MSR valuation, regulatory and investor reporting, budgeting, forecasting, process improvement, and accounting team development. Acts as liaison with auditors, regulators, lenders, valuation firms, and executive stakeholders while managing teams and strengthening policies, procedures, and internal controls.

Perform in-depth assessments of complex and high-risk loan accounts, identify risks, recommend and implement resolution strategies, manage account status, prepare records and reports, and coordinate with internal and external stakeholders to ensure compliance and optimize loan performance.

Administer interim servicing for retail and correspondent loans, manage first payment collection and application, borrower communications, escrow reconciliation, investor transfer notices, ensure RESPA compliance, support transaction desk overflow, and improve borrower experience during loan boarding.

Originates business-purpose loans, including DSCR rental, bridge, fix-and-flip, and private lending products. Builds and manages a pipeline from company leads, referral partners, investors, brokers, and self-generated prospects. Assesses borrower needs, explains loan structures, maintains compliance, and meets production and quality goals in a call-center environment.