Consumer Advocate I

2 weeks ago

Tampa FL USA, United States Fay Servicing Full time
About Fay Servicing

Fay Servicing is a specialty mortgage servicer and originator that prioritizes customer satisfaction. Our team is dedicated to providing innovative servicing solutions for performing and non-performing mortgage loans.

Job Summary

We are seeking a Consumer Advocate I to join our team. This role is responsible for listening to and responding to customer inquiries, resolving basic issues, and ensuring a positive customer experience.

Key Responsibilities
  • Intake and respond to customer inquiries, issues, and concerns in a timely and effective manner.
  • Conduct research to identify solutions and prepare responses to customer inquiries.
  • Draft and mail customer correspondence as needed.
  • Manage incoming faxes, emails, written correspondence, and voice mails.
  • Partner with 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, and monthly pipelines to coordinate with vendors on billing statements and customer correspondence.
  • Process verification of mortgage (VOM), prepare and send payoff quotes, and process assigned tasks within the servicing platform.
  • Provide production and trending reports to management.
  • Identify and escalate issues to management as needed, including escalated customer concerns, missed SLAs, process gaps, and non-compliance.
Requirements
  • High school diploma or GED.
  • Minimum 1 year of experience with mortgage servicing correspondence, complaints, or servicing operations preferred.
  • Minimum 1 year of experience with mortgage servicing preferred, including using loan processing platforms such as 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 skills.
  • Ability to work effectively in a fast-paced, dynamic environment.
  • Customer service/client orientation.
  • Strong attention to detail.
  • Flexible, open to change, and able to learn new things quickly.
  • Collaborative, able to work effectively with others.
  • Knowledge of and experience with servicing platforms.
  • Proficient with MS Word, Excel, and Outlook.
What We Offer

Fay Servicing is an equal opportunity employer and is committed to diversity and inclusion. We offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package.

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