Mortgage Servicing Client Support Lead

FAY Financial, LLC; Tampa (FL); Hybrid; USD 75,000 - 90,000; 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 Schedule with Remote Flex Days

Job summary

Fay Servicing, based in Tampa, seeks a seasoned Client Services professional to be the first‑line contact for client inquiries and loan‑level questions. You will research and resolve issues within SLAs, coordinating with internal teams and escalating complex cases as needed.

This role requires a Bachelor’s degree and 5+ years of mortgage servicing client service experience, with strong communication, relationship management and project skills.

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
• 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
• 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 from our clients
• Research and resolve ticketed issues within defined service levels
• Escalate atypical or multi‑factor issues according to the playbook
• Maintain comprehensive knowledge of client policies, SLAs, procedures, servicing functions, workflows and related systems
• Prepare client demos, 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

Communication skills

Analytical skills

Decision making

Prioritization

Team collaboration

Education

Bachelor’s degree in Business/Management or related field

Tools

MS Word

MS Excel

MS Outlook

MSP mortgage servicing platforms

Job description

Fay Servicing, based in Tampa, seeks a seasoned Client Services professional to be the first‑line contact for client inquiries and loan‑level questions. You will research and resolve issues within SLAs, coordinating with internal teams and escalating complex cases as needed.

This role requires a Bachelor’s degree and 5+ years of mortgage servicing client service experience, with strong communication, relationship management and project skills.