VP, Customer Experience & 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

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.