Client Services Lead – Mortgage Inquiries (Hybrid)

Fay Servicing, LLC; Farmers Branch (TX); 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 seeks a client services professional to be the first-line contact for client inquiries and loan-level questions. You will research and resolve issues, collaborate across teams, and escalate complex cases per playbook.

Maintain knowledge of policies, SLAs, and servicing processes. You will also prepare client demos, document issues, and track inquiries in SNOW, providing trend reporting to leadership.

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
• 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

Responsibilities

• Be 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
• Escalate atypical or multi-factor issues according to the playbook
• Maintain knowledge of client policies, SLAs and servicing procedures
• Prepare client demos and document client-related issues
• Track inquiries through the SNOW ticketing system
• Identify trends for reporting to senior leadership

Skills

Customer service

Relationship management

Project management

MS Word

Excel

Outlook

MSP platform

Education

Bachelor’s Degree in Business or related field

Tools

MSP

MSP platform

Job description

Fay Servicing, LLC seeks a client services professional to be the first-line contact for client inquiries and loan-level questions. You will research and resolve issues, collaborate across teams, and escalate complex cases per playbook.

Maintain knowledge of policies, SLAs, and servicing processes. You will also prepare client demos, document issues, and track inquiries in SNOW, providing trend reporting to leadership.