Customer Service Representative I

20 hours ago

Tampa, Florida, United States Fay Servicing Full time
Job Title: Consumer Advocate I

Fay Servicing is seeking a highly skilled and customer-focused Consumer Advocate I to join our team. As a key member of our servicing operations, you will be responsible for providing exceptional customer service and resolving customer inquiries and issues in a timely and effective manner.

Key Responsibilities:

  • Listen to and respond to customer inquiries and concerns, ensuring a positive customer experience.
  • Conduct research and identify solutions to customer issues, preparing and providing responses as needed.
  • Draft and mail customer correspondence, including government or state-supported correspondence.
  • Manage incoming faxes, emails, written correspondence, and voice mails, responding to consumer and regulatory inquiries within required timelines.
  • Partner with business units to remediate consumer complaint-related issues and monitor assignments and due dates to ensure timely follow-up and deadlines are met.
  • Review daily/weekly/monthly pipeline to coordinate with vendors 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.
  • Provide production and trending reports to management and identify and escalate issues to management as needed.

Requirements:

  • 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, 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, 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.

About Fay Servicing:

Fay Servicing is a specialty mortgage servicer and originator that understands the importance of providing innovative servicing solutions for both performing and non-performing mortgage loans. We are committed to providing exceptional customer service and are seeking a highly skilled and customer-focused Consumer Advocate I to join our team.

Equity and Inclusion:

Fay Servicing is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We believe that the best ideas come from having a team that is diverse in backgrounds, experiences, and perspectives.

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