Chief Consumer Advocacy & Experience Officer

Fay Servicing, LLC; Tampa (FL); On-site; USD 114,000 - 139,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Company Paid Life Insurance

Disability Insurance

Pet Insurance

401k Program with Employer Matching

Paid Holidays

Wellness Initiatives

Employee Assistance Program

Job summary

Fay Servicing, LLC is seeking an FVP, Consumer Advocacy to lead the front-line borrower engagement and oversee the Customer Service teams in a dynamic, multi-channel contact center environment.

The role reports to the SVP, Account Management and focuses on transforming Fay’s service model, driving digital engagement, and maintaining compliance with investor expectations. A seasoned leader with 10+ years in financial services is preferred.

Qualifications

• 10+ years in customer service or contact center leadership, preferably within financial services.
• 7+ years managing people and leading multiple teams, including offshore/onshore operations.
• Experience in implementing and managing multi-channel contact centers (email, chat, etc.).
• Strong knowledge of CFPB and other regulatory requirements.
• Proven experience driving process improvements and operational efficiency.
• Data-driven performance measurement and customer experience initiatives.
• Proficiency with CRM systems, servicing platforms (MSP) and contact center technologies.
• Strong verbal and written communication and leadership to influence across the organization.
• Able to lead change and collaborate in matrix teams.

Responsibilities

• Oversee front-line borrower engagement functions and the Customer Service teams.
• Manage the Consumer Advocacy group and the Complaints team.
• Transform Fay’s Customer Service model into a dynamic, multi-channel contact center.
• Drive omni-channel operations and optimize digital engagement.
• Ensure quality, efficiency, compliance, and alignment with investor expectations.

Skills

Leadership

Multi-channel

Regulatory

CRM Systems

Data-driven

Project Mgmt

People Mgmt

Change Mgmt

Communication

Offshore/Onshore

Education

Bachelor’s Degree in Business/Operations/Communications or equivalent

Equivalent combination of experience with HS Diploma/GED

Tools

CRM systems (MSP)

MS Word/Excel/PowerPoint

Job description

Fay Servicing, LLC is seeking an FVP, Consumer Advocacy to lead the front-line borrower engagement and oversee the Customer Service teams in a dynamic, multi-channel contact center environment.

The role reports to the SVP, Account Management and focuses on transforming Fay’s service model, driving digital engagement, and maintaining compliance with investor expectations. A seasoned leader with 10+ years in financial services is preferred.