AVP, Quality Assurance

Fay Servicing, LLC; Rosemont (IL); Hybrid; USD 71,249 - 92,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Company Paid Life Insurance

Disability Insurance

401k with Employer Matching

PTO and 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 oversee the QA team and drive adherence to mortgage servicing standards.

You will coordinate QA activities, revise scorecards, and report on performance while guiding remediation efforts across processes such as collections, escrow, loss mitigation, and default management. Strong leadership and analytical problem solving are essential.

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 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
• Advanced experience with Share Point, Auditing Software and Data conversions a plus

Responsibilities

• Oversee day-to-day operations of QA department employees
• Ensure adherence to procedures, policies and directives for mortgage loan servicing
• Coordinate QA efforts including scorecards, sampling and reporting results
• Provide remediation follow-up and direction to the QA specialist team

Skills

Verbal communication

Written communication

Leadership

Team management

Problem solving

Analytical skills

Time management

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

SharePoint

Auditing software

Data conversions

Black Knight LPS/MSP/Director Premier

Job description

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.

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 Include:

• 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

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 $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.