VP - Investor Management

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 Servicing Leadership, this position is responsible for leading the Investor Reporting department in the planning, support and execution of projects and strategies focused on driving increased revenue, cost savings, operational enhancements, regulatory requirements and strengthening controls. This role manages the function, leading activities related to investor reporting and remitting, control of custodial accounts, updates into MSP and the clearing of reconciliation exceptions within industry guidelines. This position leads activities required to define and track SLAs and KPIs for the department, and develops and drives the implementation of communication plans, the re-engineering of processes and the deployment of tools to drive increased operational effectiveness.

This role organizes the review of new contracts with the legal and client relations departments and coordinates the key reporting and pricing components of contracts with cross-functional groups within Fay, ensuring their knowledge and expertise to the process is provided. Additionally, the VP, Investor Reporting is responsible for managing performance, fostering development and providing mentoring to employees with the goal of evaluating talent in a continuing effort to increase the efficiency of the department.

Bachelor's degree in Business or related field (or equivalent combination of years of experience with High School diploma/ GED) required

• 10+ years' experience with residential mortgage, commercial mortgage, insurance and other financial products
• 5+ years' experience in key areas encompassed with Investor Reporting
• 5+ years' experience managing people and leading teams
• Depth of experience in leading teams through the evaluation and implementation of process improvements to achieve measurable outcomes; Strong skills and experience in MS Word, Excel to compile and analyze data, PowerPoint to prepare executive-level reviews and Outlook
• Effective management skills to include talent selection, training, coaching, mentorship and performance management
• Able to manage and lead change; agile; Ability to analyze and interpret data to identify opportunities and propose solutions
• Strong project management skills with the ability to effectively lead matrix teams
• strong quality and compliance orientation
• effective time management for self and team
• Professional maturity, integrity, ability to maintain confidential data and information
• Medical, Dental and Vision Insurance
• Company Paid Life Insurance
• Disability Insurance
• Paid Holidays
• Employee Assistance Program
• Eligible for Hybrid Work Schedule with Remote Flex Days

This position is eligible for an annual discretionary bonus

The Fay-Genstone 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.