Consumer Advocate II

3 weeks ago

Tampa, United States Fay Servicing Full time

Founded in early 2008, Fay Servicing is committed to providing innovative servicing solutions for both performing and non-performing mortgage loans. As a specialty mortgage servicer who sees the customer behind every loan, we understand that our customers aren't 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 servicing company from the ground up.

Come join us on our journey to serve our customers and be the leader in our industryWe are currently looking for a Consumer Advocate II to join our team

The Consumer Advocate II (CAT II) is responsible for addressing complex customer issues by listening to concerns, researching issues, and identifying solutions. The role documents opportunities and collaborates cross-functionally to resolve concerns, drive improvements in the customer experience, and positively impact customer satisfaction and retention.

The position requires the ability to understand and advocate for customer needs. CAT II Representatives require a strong understanding of mortgage servicing, regulatory requirements, client-specific requirements, internal policies, and procedures to be able to research, troubleshoot, and effectively resolve customer concerns in collaboration with cross-functional teams.

Responsibilities also include analyzing trends in customer feedback, contributing to the development and deployment of customer-centric initiatives, and implementing process improvements toward the resolution of escalated concerns.

What you will do for Fay:

  • Intake of customer inquiries, issues, and concerns
  • Conduct necessary research for issues and inquiries; identify solutions, prepare and provide responses
  • Draft and mail customer correspondence as appropriate
  • Prepare files for vendors to create government or state-supported correspondence (FHA, SCRA, HAMP)
  • Manage incoming faxes, emails, written correspondence, and voicemails
  • Receive, research, and respond to consumer and regulatory inquiries within the required timelines
  • Partner with the business units to remediate consumer complaint-related issues
  • Monitor assignments and due dates to ensure timely follow-up and deadlines are met
  • Review daily/ weekly/ monthly pipeline to coordinate with the vendor on billing statements and other customer correspondence
  • Process verification of mortgage (VOM); prepare and send payoff quotes; and process assigned tasks within the servicing platform
  • Perform job functions in accordance with specific service level agreements (SLAs) and defined department and/or team metrics
  • Monitor and complete credit bureau reporting to ensure compliance with Metro 2 file formats
  • Review and analyze Credit Reporting disputes and make corrections as needed
  • Review and research Quality Assurance (QA) findings; share outcomes; identify resulting opportunities for training or process improvement
  • Analyze issues and trends, research root-cause, identify gaps, recommend solutions to include recommendations for process improvement
  • Provide production and trending reports to management
  • Identify and escalate issues to management including escalated customer concerns, missed SLAs, process gaps and/or non-compliance
  • Assist with training new members of the team and updating job aids as assigned
  • Develop domain knowledge of Fay's business to include an understanding of department goals and company objectives
  • Ensure compliance with Fay's policies, processes, practices, and regulatory requirements
  • Model ethical standards, professionalism, and code of conduct
  • Demonstrate behaviors that align with Fay's Values and Operating Principles
  • Perform other duties and responsibilities as assigned
What you will bring to Fay:
  • High school diploma or GED
  • 2+ years' experience with mortgage servicing correspondence, complaints, or servicing operations
  • 2+ years' experience with mortgage servicing to include using loan processing platforms to include MSP with demonstrated knowledge of platform and the ability to effectively navigate the system
  • Demonstrated knowledge of mortgage servicing, related regulatory requirements and internal workflows, policies and procedures
  • Solid verbal and written communication skills
  • Solid interpersonal skills
  • Demonstrated analytical skills and problem-solving abilities
  • Good judgement with the ability to evaluate customer concerns and recommend solutions
  • Strong time management skills
  • Ability to work effectively in a fast-paced, dynamic environment
  • Customer service/ client orientation
  • Results orientation
  • Strong attention to detail
  • Flexible, open to change, ability to learn new things quickly
  • Collaborative, ability to work effectively with others
  • Solid business and technical acumen
  • Solid knowledge of servicing platforms
  • Proficient with MS Word, Excel, Outlook & Adobe Acrobat

Equity and Inclusion are embedded into our way of working 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 here at Fay. We are proud to be an equal opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information go to www.dhs.gov/E-Verify. E-Verify is a registered trademark of the U.S. Department of Homeland Security.

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