AVP, Special Loans

Fay Servicing is a nationally recognized mortgage servicer known for delivering borrower-focused support and investor-driven results. As a subsidiary of Fay Financial and a key part of The Fay Group, Fay Servicing specializes in managing re-performing and non-performing loans, as well other specialty products like Non-QM, jumbo, business purpose loans.

Fay Servicing’s high-touch servicing model emphasizes personalized care, helping homeowners navigate escrow, payments, and hardship solutions with confidence. For clients, we offer a strategic, transparent partnership built on operational excellence, real-time reporting, and regulatory compliance. Fay’s end-to-end servicing capabilities cover early-stage collections, loan modifications, property preservation, and default management. We also offer interim and business purpose servicing, including the infrastructure to oversee renovations and manage rents.

Headquartered in Tampa and operating nationwide, Fay Servicing combines deep industry expertise with cutting-edge technology to reduce risk, improve portfolio performance, and ensure an exceptional experience for both borrowers and investors.

Reporting to the VP, Loan Administration, this position is responsible for managing a team of professionals who handle complex and high-risk special loan accounts, including those in default, modifications or those that require special handling. This role manages the verification of data and the processing of ARM (Adjustable Rate Mortgage) loans to meet service-levels at the individual, team, department and company level.

Additionally, the AVP, Special Loans, ensures that all ARM loans are serviced adjust on time and accurately. This position manages the workflow, assists in verifying ARM data, and ensures all ARM notices are sent correctly and timely. This role ensures adherence to regulatory and company procedures, policies, and directives regarding Special Loans.

Qualifications include:

• Bachelor’s degree in Business or related field (or equivalent combination of years of experience with High School diploma/GED)
• 4+ years' experience with Special Loans
• 5+ years' experience in the mortgage servicing industry
• 3+ years' experience with ARM, DSI, Step Rate, SCRA, HELOC, and other unconventional loan products
• Previous experience managing people/ leading teams
• Demonstrated experience working in a fast-paced work environment
• Strong project management skills with demonstrated experience leading projects
• Strong knowledge of Microsoft Office products (Excel, Word, and PowerPoint)
• MSP experience preferred
• Strong leadership with proven ability to foster an environment of positive employee engagement and trust
• Demonstrated ability to establish credibility, coupled with for recognizing and supporting the organization’s culture, values and priorities
• Strong verbal and written communication skills
• Strong listening skills with the ability to facilitate meetings and effectively lead discussions
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
• Strong analytical skills
• Strong problem-solving abilities; ability to analyze and interpret data to identify opportunities and propose well-developed solutions
• Solid decision-making abilities coupled with sound judgement
• 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 through change, agile; high learning agility
• Collaborative and consultative work style; high team-orientation
• Effective management skills to include talent selection, training, coaching, and performance management
• Self-directed; comfortable working with ambiguity and uncertainty; ability to proactively ask questions and surface issues/ concerns
• Professional maturity, integrity, ability to maintain confidential data and information
• Strong business acumen; strong fiscal and technical aptitude

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