Complaint Specialist

Complaint Specialist

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 to serve our customers and be the leader in our industry! We are currently looking for a Complaint Specialist to join our team!

Reporting to the AVP, Complaints Manager, this position is responsible for thoroughly researching and responding to consumer correspondence directed to Fay, including Notices of Error and Requests for Information, ensuring inquiries are addressed promptly and in full compliance with regulatory timeframes. This role collaborates with internal departments and, when necessary, escalates to Legal or Senior Management to ensure accurate and timely resolutions.

In addition to handling individual cases, this position plays a key role in identifying complaint trends and conducting root cause analysis to support the development of process improvements across departments to enhance the overall customer experience and ensure regulatory compliance.

Qualifications include :

• Bachelor's Degree in Business or related field (or equivalent combination of years of experience with High School Diploma / GED)
• 2+ years' experience in mortgage servicing or related financial services environment
• 1+ years' experience in customer service roles strongly preferred
• Previous experience in Legal or Compliance roles, with paralegal certification preferred
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment
• Solid skills and experience in MS Word, Excel, and Outlook
• Strong verbal and written communication skills
• Strong interpersonal skills
• Strong analytical skills
• Solid decision-making abilities coupled with sound judgment
• Strong time management skills
• Ability to prioritize numerous tasks and manage shifting priorities
• Client-focused with strong execution skills and results orientation
• High level of precision with attention to detail and consistency
• Flexible, open to change, and able to learn new things quickly
• Ability to work in a collaborative environment and provide guidance for working groups

Submit your resume to learn more.

Featured benefits :

Compensation :

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.