Sr Client Relations Manager

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 who 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 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 to the client’s portfolio performance, and responses to issues, and ensure overall effective client performance managementWhat you will do for Fay Servicing:Develop relationships with major clients to increase revenue through the retention and servicing of clients to drive incremental volumes and upsell of servicesActively participate in business development to pursue new clients and business opportunities through networking, referrals, prospecting, and/or support of the overall sales processDevelop a thorough understanding of client needs and their portfolio goals to ensure the products offered, services provided, method of delivery and quality of execution meet their needsBuild and foster relationships with the clients and maintain a cadence of communication to ensure their satisfaction and ongoing contract renewalDevelop and drive internal processes, workflow, and reporting needed to monitor portfolio performance, ensure achievement of service level agreements (SLAs,) and identify areas of opportunity – before the clientPartner cross functionally with internal Servicing teams to ensure that client deliverables are met including achievement of service levels, performance expectations, and execution of client-specific strategiesAdvise internal teams on opportunities to improve service, client suggestions and feedback, and areas to evolve processes for greater efficiency and compliancePrepare, deliver, and facilitate recurring business reviews with the client to include monthly client reporting packages and presentations to reflect both analysis and insights into portfolio performance, client deliverables, and revenue opportunities; ensure internal visibility and awareness to key stakeholders including the CEO and PresidentCollaborate on and lead projects within the department or cross-functionallyDevelop domain knowledge of Fay’s business to include an understanding of short-term goals and long-term strategies for the organizationMaintain broad influence through ongoing development of productive cross-functional relationships across the organization. Ensure compliance with Fay’s policies, processes, and practicesMaintain a current working knowledge of federal, stat,e and local regulatory requirements; ensure audit and control processes are current and followed in compliance with federal/ state requirementsRole model Fay’s Values, Operating Principles, ethical standards, professionalism, and code of conductAttend and successfully complete all department and company-required trainingWhat you will bring to Fay Servicing:Bachelor’s degree in Business or related field (or equivalent combination of years of experience with High School diploma/ GED) required10+ years' experience in client relationship management5+ years' experience in mortgage servicing with knowledge of servicing processes and practicesDemonstrated experience servicing clients in a fast-paced, dynamic work environmentPrevious experience leading projects and cross-functional project teamsStrong customer service orientationStrong knowledge of Microsoft Office (Excel, Word and Power Point)Strong financial and technical aptitudeStrong verbal and written communication skillsStrong leadership skills with the ability to lead by influence to garner support and drive results cross-functionallyStrong listening skills coupled with strong facilitation abilities to effectively lead client meetings and internal discussionsStrong interpersonal skills with the ability to develop and maintain effective relationships across the organizationStrong analytical and problem-solving abilities to analyze and interpret client portfolio and financial performance data to identify opportunities and propose well-developed solutionsSolid decision-making abilities coupled with sound judgmentStrong organizational skills; effective time management for self and teamAbility to effectively prioritize under tight deadlines in a fast-paced, dynamic environmentClient-focused with strong execution skills and results orientationStrong attention to detail; strong compliance orientation; high quality of work productAbility to effectively manage self and others through change; high learning agilityCollaborative and consultative work style; high team-orientationSelf-directed; comfortable working with ambiguity and uncertainty; ability to proactively ask questions and surface issues/ concernsDemonstrated ability to foster an environment of positive engagement and trustAbility to establish credibility by recognizing/ supporting the company’s culture, values, and prioritiesProfessional maturity, integrity, ability to maintain confidential data and informationStrong business acumen; strong fiscal and technical aptitudeEquity and Inclusion are 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.