Lead Consumer Advocacy - Mortgage Servicing Expert

FAY Financial, LLC; Tampa (FL); Hybrid; USD 39,000 - 48,000; 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

Hybrid Work Schedule with Remote Flex

Job summary

Fay Servicing, a Fay Financial company, seeks a Lead Consumer Advocacy to manage complex inquiries, ensure compliance, and optimize advocacy workflows. The role requires collaboration with internal teams and vendors to drive timely resolutions and high-quality service.

Reporting to the AVP, Consumer Advocacy, you will oversee escalated cases, analyze data for performance insights, and contribute to ongoing process improvements in a fast-paced environment.

Qualifications

• Bachelor’s degree in Business or related field or equivalent experience.
• Experience in mortgage servicing operations with borrower correspondence and complaints.
• Strong knowledge of servicing practices and regulatory requirements.

Responsibilities

• Handle complex Consumer Advocacy activities as a subject matter expert for escalated inquiries.
• Support and optimize Consumer Advocacy workflows ensuring regulatory compliance.
• Collaborate with cross-functional teams to resolve inquiries and improve processes.
• Assist with reporting and vendor coordination, including print vendor communications.

Skills

Verbal and written communication

Listening skills

Interpersonal skills

Analytical thinking

Decision making

Time management

Prioritization

Collaboration

Compliance orientation

Education

Bachelor’s Degree in Business or related field

Tools

MS Word

Excel

Outlook

Job description

Fay Servicing, a Fay Financial company, seeks a Lead Consumer Advocacy to manage complex inquiries, ensure compliance, and optimize advocacy workflows. The role requires collaboration with internal teams and vendors to drive timely resolutions and high-quality service.

Reporting to the AVP, Consumer Advocacy, you will oversee escalated cases, analyze data for performance insights, and contribute to ongoing process improvements in a fast-paced environment.