Consumer Advocate I

1 month 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 kind of servicing company from the ground up.

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

The Consumer Advocate I (CAT I) is responsible for listening to and responding to customer inquiries and resolving basic issues while ensuring a positive customer experience.The role is responsible for championing the interests of our customers and driving customer satisfaction by appropriately responding to customer questions, needs, and concerns.

The CAT position collaborates with team members to provide timely and effective resolution, contributing to overall customer satisfaction. The Consumer Advocate I role serves as a starting point for individuals interested in customer advocacy, offering a platform to learn and grow within our organization while positively impacting customer relationships and mitigating risk for the organization.

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 response
  • 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.
  • Provide production and trending reports to management
  • Identify and escalate issues to management, as needed to include escalated customer concerns, missed SLAs, process gaps, and/or non-compliance
  • 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
  • Minimum 1-year experience with mortgage servicing correspondence, complaints, or servicing operations preferred
  • Minimum 1-year experience with mortgage servicing preferred to include using loan processing platforms to include MSP
  • Solid verbal and written communication skills
  • Solid interpersonal skills
  • Demonstrated analytical skills and problem-solving abilities
  • Good judgment with the ability to evaluate customer concerns and recommend solutions
  • Strong time management skill
  • Ability to work effectively in a fast-paced, dynamic environment
  • Customer service/client orientation
  • Strong attention to detail
  • Flexible, open to change, ability to learn new things quickly
  • Collaborative, ability to work effectively with others
  • Knowledge of and experience with servicing platforms
  • Proficient with MS Word, Excel, and Outlook

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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