AVP, Quality Assurance

Fay Servicing, LLC; Rosemont (IL); Hybrid; USD 71,000 - 92,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Company Paid Life Insurance

Disability Insurance

401k Program with Employer Matching

3 Weeks Paid Time Off

Paid Holidays

Wellness Initiatives

Employee Assistance Program

Hybrid Work Schedule with Remote Flex

Job summary

Fay Servicing, LLC is seeking an AVP of Quality Assurance to lead the QA team, oversee daily operations, and ensure adherence to servicing policies. The role supports risk management, scorecard development, and remediation tracking in a fast-paced environment.

The AVP will collaborate with the VP to coordinate QA efforts, drive process improvements, and mentor staff across mortgage servicing specialties such as collections, escrow, and loss mitigation.

Qualifications

• Bachelor’s degree or equivalent combination of education/experience required.
• 5+ years in quality assurance or risk management within mortgage servicing.
• 3+ years in management or supervision with cross-functional leadership.
• Strong knowledge of mortgage servicing processes: collections, escrow, loss mitigation, and payments.
• Excellent communication, coaching, and performance management abilities.

Responsibilities

• Oversee day-to-day QA operations for direct employees in QA.
• Coordinate QA efforts: scorecards, sampling, reporting, and remediation follow-up.
• Ensure adherence to procedures, policies, and directives in servicing.
• Lead process improvements and cross-functional projects with stakeholders.

Skills

Quality Assurance

Risk Management

Team Leadership

Mortgage Servicing

Regulatory Compliance

Microsoft Office

SharePoint

Auditing Software

Data Analysis

Education

Bachelor’s degree or equivalent

Tools

Black Knight LPS/MSP/Director Premier

SharePoint

Auditing Software

Data conversions

Job description

About Fay Servicing

Fay Servicing is a nationally recognized mortgage servicer known for delivering borrower-focused support and investor-driven results. As a subsidiary of Fay Financial and a key part of The Fay Group, Fay Servicing specializes in managing re-performing and non-performing loans, as well other specialty products like Non-QM, jumbo, business purpose loans.

Fay Servicing’s high-touch servicing model emphasizes personalized care, helping homeowners navigate escrow, payments, and hardship solutions with confidence. For clients, we offer a strategic, transparent partnership built on operational excellence, real-time reporting, and regulatory compliance. Fay’s end-to-end servicing capabilities cover early-stage collections, loan modifications, property preservation, and default management. We also offer interim and business purpose servicing, including the infrastructure to oversee renovations and manage rents.

Headquartered in Tampa and operating nationwide, Fay Servicing combines deep industry expertise with cutting-edge technology to reduce risk, improve portfolio performance, and ensure an exceptional experience for both borrowers and investors.

Position Overview

Reporting to the VP, Quality Assurance, the primary function of the Assistant Vice President (AVP) of Quality Assurance (QA) is to oversee day to day operations of their direct employees within the Quality Assurance department. This includes but is not limited to managing the team and processes related to quality assurance while meeting service level expectations at the individual and team level.

The AVP ensures the QA Specialist Team reviews and reports on the adherence to company procedures, policies and directives regarding mortgage loan servicing. The AVP of QA assists the VP in coordinating QA efforts, including revised scorecards, sampling, reporting results, and following up on remediation.

Qualifications

• Bachelor’s degree in related field preferred (or equivalent combination of years of experience with High School diploma/ GED) required
• 3 + years' mortgage servicing
• 5 + years' quality assurance or risk management experience
• 5 + years in one or all of the following: foreclosure, escrow, bankruptcy, statements, payments, loss mitigation, or account management/customer service experience
• 3 + years' management/supervisor experience required
• Strong working knowledge of collections, customer service, loss mitigation, escrows, bankruptcy, payment processing, boarding and foreclosure
• Demonstrated experience effectively influencing people/teams in a fast-paced, dynamic work environment
• Previous experience leading team projects
• Strong customer service skills
• Strong knowledge of Microsoft Office products (Excel, Word, and Power Point)
• Advanced experience in Black Knight LPS/MSP/Director Premier is a plus
• Extensive knowledge of Share Point, Auditing Software and Data conversions a plus
• Leadership and influencing skills to effectively garner support and navigate a cross-functional environment
• Effective management skills to include talent selection, training, coaching, mentorship and performance management
• Ability to provide effective coaching and feedback when errors are identified as part of the Sr. 2nd level reviews or when questions are raised by the team
• Strong organizational skills; effective time management for self and team
• Ability to effectively manage through change; agile
• Strong problem-solving abilities; ability to analyze and interpret quality assurance data to identify opportunities and propose well-developed solutions
• 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 analytical skills
• Strong attention to detail; strong compliance orientation; high quality of work product
• Solid decision-making abilities coupled with sound judgment
• Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment
• Client focused with strong execution skills and results orientation
• Collaborative approach to work
• Compliance orientation
• Self-directed; comfortable working with ambiguity and uncertainty

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 $71,249.00 to $92,000.00 annually
• This position is eligible for an annual discretionary bonus

Fay Cares!

The Fay-Genstone 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.