AVP, Customer Service
: Job Details :

** AVP, Customer Service**

**Job Category****:** Fay Servicing **Requisition Number****:** AVPCU02772 Showing 1 location **Job Details**

**Description**

Founded in early 2008, Fay Servicing 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 arent loan numbers theyre 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 an **AVP, Customer Service** to join our team.

The **AVP of Customer Service** will oversee day to day operational responsibilities within the department and management of the customer service team. This includes but is not limited to processes related to quality assurance while meeting service level expectations at the individual, team, department and company level. The role will ensure adherence to regulatory and

company procedures, policies and directives customer service. The AVP will oversee and coordinate efforts including revised scorecards, sampling, reporting results, and following up on remediation efforts.

**What you will do for Fay:**

* Oversee day-to-day functions for a team of customer service representatives

* Meet service level, call handling, and performance objectives supporting organizational goals and objectives

* Walk the floor to create awareness, observe call center activity to identify business process, procedural opportunities, and take action for prioritization and implementation

* Actively engage with the floor representatives and our customers by ensuring availability for questions and or customer escalations

* Monitor and analyze trends utilizing department data and reports to make real time business decisions and recommendations

* Continually seek opportunities to improve customer inquiry resolution time frame

* Monitor, identify, analyze, address, and recognize performance metrics in order to provide appropriate constructive feedback, maintain high service levels, and generate production efficiency

* Participate in the drafting and maintenance of policies and procedures

* Contribute to meeting customer care center policies and procedures including setting goals, and upholding standards to evaluate staff performance.

* Utilize sound judgment in escalating organizational risks to HR and Senior Management

* Consistently seek opportunities to reduce customer inquiry resolution times

* Conduct one- on- one meetings, weekly meetings, coaching/developmental plan sessions, and performance reviews in a timely manner

* Approve, track, record, and communicate to employees payroll decisions related to time and attendance

* Perform additional functions as assigned by VP

**What you will bring to Fay:**

* College degree

* Two years experience managing people in team environment

* Previous call center experience

* Excellent written/oral communication and interpersonal skills with all levels of management

* Demonstrated coaching and development ability

* Microsoft Office Skills (Word, Excel, Outlook)

* Mortgage experience preferred

We dont just accept diversity we support it, celebrate it, and thrive on it for the benefit of our employees, our customers and our company. We are proud to be an equal opportunity workplace where we strive to think outside, and not simply check, the box.

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