Client Inquiry Manager

Fay Servicing, LLC; Rosemont (IL); Hybrid; USD 69,000 - 102,000; 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

3 Weeks Paid Time Off (PTO)

Paid Holidays

Wellness Initiatives

Employee Assistance Program

Hybrid Work Schedule with Remote Flex

Job summary

Fay Servicing, LLC is seeking a Customer Service professional to be the first point of contact for client inquiries and loan-level questions. You will research and resolve tickets, collaborating with internal teams to provide accurate responses and escalate atypical issues as needed.

The role requires 5+ years in customer service within mortgage servicing, strong communication, and solid project management abilities, with proficiency in MS Word, Excel, and Outlook.

Qualifications

• Bachelor’s Degree in Business, Management or related field (or equivalent combination of years of experience with High School Diploma/ GED).
• 5+ years’ deep experience in Customer Service required.
• Prior experience providing service to institutional clients within a B2B model within the Mortgage Servicing industry.
• Strong customer service and relationship management skills.
• Solid project management abilities and MS Word, Excel and Outlook proficiency.
• Strong verbal and written communication skills.

Responsibilities

• Serve as the first‑line point of contact for client inquiries and loan‑level questions.
• Research and resolve ticketed issues within defined service levels.
• Collaborate with internal teams to provide accurate responses and escalate complex issues.
• Maintain knowledge of client policies, SLAs, procedures, and servicing functions.

Skills

Customer service

Relationship management

Project management

MS Word

MS Excel

MS Outlook

Mortgage servicing

Communication skills

Interpersonal skills

Time management

Education

Bachelor's Degree in Business

Tools

MSP platforms

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, Client Services, this position is the first‑line point of contact for client inquiries and loan‑level questions and concerns from our clients. The position researches and resolves ticketed issues within defined service levels, collaborates with internal teams to provide accurate responses, escalating atypical or multi‑factor issues according to the playbook.

This position maintains comprehensive knowledge of client policies, established SLAs, company procedures, servicing functions, inter‑department workflows and related systems to deliver exceptional client support. This position prepares client demos, documents client‑related issues, tracks inquiries through the SNOW ticketing system and identifies trends for reporting to senior leadership.

Qualifications Include

• Bachelor’s Degree in Business, Management or related field (or equivalent combination of years of experience with High School Diploma/ GED)
• 5+ years’ deep experience in Customer Service required
• Prior experience providing service to institutional clients within a B2B model within the Mortgage Servicing industry
• Strong customer service and relationship management skills
• Solid project management abilities
• Solid skills and experience in MS Word, Excel and Outlook
• Previous experience with MSP and related mortgage servicing platforms strongly preferred
• Strong verbal and written communication skills
• Strong interpersonal skills
• Solid influencing skills; comfortable with productive conflict
• Strong analytical skills
• Solid decision-making abilities coupled with sound judgment
• Strong time management skills
• Ability to prioritize numerous tasks and manage shifting priorities
• Client focused with strong execution skills and results orientation
• High-level of precision with attention to detail and consistency
• Flexible, open to change, ability to learn new things quickly
• Ability to work in a collaborative environment and provide guidance for working groups

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 to $102,300.00 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.