Senior Client Relations Manager

Founded in early 2008, Fay Servicing is committed to providing innovative servicing solutions for both residential and business purpose loans. As a specialty mortgage servicer who sees the customer behind every loan, we understand that our customers are not 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.

Join us on Our Journey

Come join us on our journey to serve our customers and be the leader in our industry! We are currently looking for a Senior Client Relations Manager to join our team!

Reporting to the Client Relations Leadership Team, this position is responsible for managing client relationships for a portfolio of investors with the objective of growing revenue through the retention of clients, resulting in increased volumes and upsell of services, and/or participating in the acquisition of new clients through prospecting and/or referrals.

This role develops, executes, and manages the growth and retention strategy for the assigned clients, actively leads client engagement, and coordinates issue resolution to ensure client satisfaction and procurement of new revenue.

This elevated role requires a strategic mindset, strong planning skills, the ability to lead by influence, effective communication skills, and a strong ownership mentality. Success requires the Sr. Client Relations Manager to work effectively with leaders across the organization to obtain timely and thorough data-backed insights into the client's portfolio performance, responses to issues, and ensure overall effective client performance management.

Qualifications include:

• Bachelor's degree in Business or related field (or equivalent combination of years of experience with High School diploma/ GED) required
• 10+ years' experience in client relationship management
• 5+ years' experience in mortgage servicing with knowledge of servicing processes and practices
• Demonstrated experience servicing clients in a fast-paced, dynamic work environment
• Previous experience leading projects and cross-functional project teams
• Strong customer service orientation
• Strong knowledge of Microsoft Office (Excel, Word, and PowerPoint)
• Strong financial and technical aptitude
• Strong verbal and written communication skills
• Strong leadership skills with the ability to lead by influence to garner support and drive results cross-functionally
• Strong listening skills coupled with strong facilitation abilities to effectively lead client meetings and internal discussions
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
• Strong analytical and problem-solving abilities to analyze and interpret client portfolio and financial performance data to identify opportunities and propose well-developed solutions
• Solid decision-making abilities coupled with sound judgment
• Strong organizational skills; effective time management for self and team
• Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment
• Client-focused with strong execution skills and results orientation
• Strong attention to detail; strong compliance orientation; high quality of work product
• Ability to effectively manage self and others through change; high learning agility
• Collaborative and consultative work style; high team orientation
• Self-directed; comfortable working with ambiguity and uncertainty; ability to proactively ask questions and surface issues/ concerns
• Demonstrated ability to foster an environment of positive engagement and trust
• Ability to establish credibility by recognizing/ supporting the company's culture, values, and priorities
• Professional maturity, integrity, ability to maintain confidential data and information
• Strong business acumen; strong fiscal and technical aptitude

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Featured Benefits

• Medical, Dental and Vision Insurance
• Company Paid Life Insurance
• Disability Insurance
• Pet Insurance
• 401k Program with Employer Matching
• 3 Weeks Paid Time Off (PTO)
• Paid Holidays
• Wellness Initiatives
• Employee Assistance Program
• Eligible for Hybrid Work Schedule with Remote Flex Days

Compensation

• The hiring range for this position is between $89,400.00-$110,800.00 annually
• This position is eligible for an annual discretionary bonus

Fay Cares!

The Fay-Constructive Foundation was established to fulfill the philanthropic mission of The Fay Group employees to serve the communities in which they live and work. Our employees make voluntary contributions to the Foundation. Each quarter, their contributions are donated to organizations focused on improving education opportunities, combating poverty, and supporting military service members and first responders.

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. Fay is an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information, go to www.dhs.gov/E-Verify.