Customer Service Representative

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 and originator that 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 Customer Service Representative to join our team and sit onsite at our Tampa FL location. This will be a full-time onsite position.

As the Customer Service Representative, you will be responsible for communicating with customers and maintaining a positive relationship with them. Additionally, you will be the first point of contact with customers in identifying and resolving their questions or issues.

What you will do for Fay:

• Answering telephonic customer inquiries

• Greet customers in a courteous, friendly, and professional manner using prescribed procedures and scripts

• Research and resolve inquiries to ensure customer satisfaction in a timely manner

• Listen attentively to customer needs and concerns; demonstrate empathy

• Clarify customer requests; probe for and confirm understanding of inquiries

• As often as possible, meet customer requirements through first contact resolution

• Confirm customer understanding of the solution and provide additional customer education as needed

• Communicate effectively with individuals and teams to ensure high quality and timely expedition of customer requests

• Effectively transfer misdirected customer requests to an appropriate party

• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

• Participate in activities designed to improve customer satisfaction and business performance

• Make outbound calls to borrowers as needed

What you will bring to Fay:

• High school diploma; GED required

• Minimum 1 year of call center experience

• College degree preferred

• Knowledge of basic computer operations

• Professional communication/interpersonal skills

• Must have the ability to multi-task

• Problem-solving skills

• Willingness to rotate shifts, and work on Saturdays as needed

• Ability to learn quickly

• Courteous, with strong customer service orientation

• Dependable, attentive to detail

• Good listening skills

• Adaptive to change

Diversity, Equity, and Inclusion are deeply 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, 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.