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 and originator that 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 VP, Payments to join our team.

This role requires a depth of experience with payment applications that pertain to facilitating payment collections and mortgage account management, including MSP. The role will partner closely with the President of Servicing and other functional Department Heads to ensure support and implementation of strategies and initiatives to achieve operational goals and evolve payment capabilities for our clients

What you will do for Fay:

• Lead the payment processing function to ensure performance, quality, and efficiency metrics are achieved
• Utilize dashboards, reporting, and real-time performance observations to ensure daily production and quality goals are being met; identify opportunities for remediation and provide timely, meaningful, balanced feedback to employees
• Review processes and procedures with a focus on continuous process improvement. Operationalize new processes and workflows through proper mapping, documentation, communication, training, and feedback to both direct and indirect teams. Partner with senior management and key leaders on socialization, review, and approval
• Build and lead a high-performing team of payment professionals through effective acquisition, onboarding, and training of talent. Manage performance, foster development, and provide mentoring to employees
• Establish and facilitate structured routines with the payments team to include regular team huddles, weekly meetings, individual 1:1’s, and regular performance/ development discussions
• Proactively conduct monthly meetings with internal business partners to ensure payment-related processes are meeting the needs of other departments; regularly review and discuss intradepartmental workflows and requirements
• Provide senior leadership with regular performance/ productivity updates, review capacity plans, identify resource needs, and recommend process flow changes and surface areas of risk. Proactively share information, provide timely reporting and analysis, and facilitate reviews to ensure areas of need are met and areas of accomplishment are recognized
• Ensure all compliance standards regulatory are met. Partner closely with Quality and Compliance to document department/ team requirements, ensure ongoing updates, and monitor for adherence
• Fulfill operational needs as required including monitoring work queues, ensuring issue resolution and research, providing subject matter expertise, and serving as a secondary escalation point for payment-related issues
• Ensure current business continuity plans for payment services are in alignment with the company’s disaster recovery policies and framework
• Lead and/or participate in Servicing projects and initiatives
• Develop domain knowledge of Fay’s businesses to include an understanding of short-term goals and long-term strategies for the organization
• Maintain broad influence through the ongoing development of relationships across the organization
• Maintain current working knowledge of federal, state, and local regulations; ensure audit and control processes are current and followed in compliance with federal/ state requirements, as well as reflected in internal procedures and servicing guidelines
• Role model ethical standards, professionalism, and code of conduct. Ensure compliance with Fay’s policies, processes, and practices
• Perform other duties and responsibilities as assigned

What you will bring to Fay:

• Bachelor’s degree in business, finance, or related field (or equivalent combination of High School Diploma/ GED & related work experience)
• 7-10 years’ experience with high-volume payment processing within the mortgage industry
• Previous experience in a Third-Party Mortgage Loan Servicing environment with direct client engagement preferred
• 5+ years of demonstrated experience effectively managing people/ leading teams to achieve operational goals and objectives through the coaching and development of talent
• Strong process orientation; experience identifying and implementing quality measures and controls
• Prior experience with Black Knight MSP and desktop systems within the mortgage servicing industry
• Knowledge of 3rd party payment companies such as PayPal, MoneyGram, and Western Union
• Successful experience managing vendor relationships to ensure achievement of contractual requirements and performance outcomes using a structured practice to include vendor scorecards and defined performance metrics
• Experience leading vendor evaluations and contract negotiations to include: RFP/RFQ, vendor selection, implementation, and onboarding to meet company objectives and client servicing requirements

Diversity, Equity, and Inclusion are deeply 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.