Client Relations Manager II presso Fay Servicing

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 clients’ 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.

Qualifications include:

• 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 PowerPoint)
• 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, and the ability to maintain confidential data and information
• Strong business acumen; strong fiscal and technical aptitude

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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 $69,000.00-$84,000.00 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.