FVP, Consumer Advocacy

Invigorate Finance; 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

401k Program with Employer Matching

Paid Holidays

Wellness Initiatives

Employee Assistance Program

Job summary

Fay Servicing is seeking an FVP, Consumer Advocacy to lead borrower engagement across front-line and offshore teams. This role guides the Consumer Advocacy and Complaints groups and drives a multi-channel contact center transformation.

Reporting to the SVP, Account Management, you will oversee omni-channel operations, digital engagement initiatives and compliance with customer experience standards and investor expectations. Strong leadership and data-driven decision making are essential.

Qualifications

• Bachelor’s Degree in Business, Operations, Communications or related field or equivalent experience.
• 10+ years’ experience in customer service or contact center leadership.
• 7+ years’ experience managing people and leading multiple teams (offshore/onshore).
• Experience implementing and managing multi-channel contact centers, including digital channels.
• Strong knowledge of CFPB and other regulatory requirements.
• Proven ability to drive process improvements and operational efficiency.
• Experience with data-driven performance measurement and customer experience initiatives.
• Proficiency with CRM systems, servicing platforms (e.g., MSP) and contact center technologies.
• Strong MS Word, Excel and PowerPoint skills.
• Excellent verbal and written communication.

Responsibilities

• Oversee front-line borrower engagement functions and teams.
• Manage domestic and offshore customer service and complaints teams.
• Lead transformation to a multi-channel contact center.
• Oversee omni-channel operations and digital engagement processes.
• Drive performance through data-driven feedback and operational rigor.
• Champion modernization of processes while ensuring compliance.

Skills

Customer service leadership

Multichannel contact centers

Regulatory compliance

Data-driven performance

CRM systems

MS Office skills

Change management

Stakeholder collaboration

Communication skills

People management

Education

Bachelor’s Degree in Business, Operations, Communications or related field

Tools

CRM systems

MSP servicing platform

Contact center technologies

Job description

Founded in early 2008, Fay Servicing is committed to providing innovative servicing solutions for both residential and business purpose loans. As a specialty mortgage servicer who sees the customer behind every loan, we understand that our customers are not loan numbers — they’re homeowners.

Before founding our company, we conducted an exhaustive analysis of the mortgage servicing industry and gained valuable insight into the problems facing mortgage servicers and their customers. With that insight, we set out to build a different kind of servicing company from the ground up.

Join us on Our Journey

Come join us on our journey to serve our customers and be the leader in our industry! We are currently looking for an FVP, Consumer Advocacytojoin our team!

Reporting to the SVP, Account Management, the FVP, Consumer Advocacy is responsible for overseeing the company’s front-line borrower engagement functions. This includes managing the domestic and offshore Customer Service teams, the Consumer Advocacy group, which handles written borrower communications, and the Complaints team.

This position plays an integral leadership role in transforming Fay’s Customer Service model into a dynamic, multi-channel contact center. Additionally, this role manages omni-channel operations, optimizes digital engagement processes and drives performance through continuous feedback loops and operational rigor. This leader also champions the modernization of manual processes, focusing on improving quality, efficiency and compliance while ensuring alignment with customer experience standards and investor expectations.

Qualifications Include:

• Bachelor’s Degree in Business, Operations, Communications or a related field (or equivalent combination of years of experience with High School Diploma/ GED)
• 10+ years’ experience in customer service, customer operations or contact center leadership, preferably within financial services or mortgage servicing
• 7+ years’ experience managing people and leading multiple teams, including offshore/ onshore operations
• Proven experience in implementing and managing multi-channel contact centers, including digital communication channels (e.g., email, chat, etc.)
• Strong knowledge of CFPB and other applicable regulatory requirements
• Demonstratable success in driving process improvements, operational efficiency and team transformation
• Prior experience utilizing data-driven performance measurement and customer experience initiatives
• Proficiency with Customer Relationship Management (CRM) systems, servicing platforms (e.g., MSP) and contact center technologies
• Strong skills and experience in MS Word, Excel and PowerPoint
• Strong verbal and written communication skills
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization to influence and drive required results
• Effective management skills to include talent selection, training, coaching, mentorship and performance management
• Strength of leadership with proven ability to foster an environment of positive employee engagement and trust
• Demonstrated ability to quickly establish credibility; coupled with for recognizing and supporting the organization’s culture, values and priorities
• Collaborative and consultative work style
• Able to manage and lead change; agile; high learning agility
• Client focused with strong execution skills and results orientation; able to link to business needs with tactical execution and results
• Strong analytical skills coupled with sound judgement; strong problem solving abilities
• Ability to analyze and interpret data to identify opportunities and propose solutions
• Strong project management skills with the ability to effectively lead matrix teams
• Strong attention to detail; strong quality and compliance orientation
• Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment; effective time management for self and team
• Self-directed; ability to proactively surface questions, opportunities, issues and concerns
• Professional maturity, integrity, ability to maintain confidential data and information
• Strong business acumen; strong fiscal and technical aptitude

Featured Benefits

• 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

Compensation

• The hiring range for this position is between $113,900.00-$138,900.00 annually
• This position is eligible for an annual discretionary bonus

Fay Cares!

The Fay-Constructive 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 .

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.