The Fay Group, originated in 2008, is a full-scale real estate services company that offers mortgage servicing, property renovations, business purpose lending, insurance, and more to homeowners, investors, and clients nationwide. Fay handles a wide range of mortgage loan solutions for prospective homeowners with varying credit histories and also offers to refinance for existing mortgages.

The Fay Group is made up of separate business units offering a complete range of home ownership products and services that provide customers with solutions to navigate the challenges of home ownership while helping them build toward their long-term financial goals.

Fay Cares!

While others in our industry focus on collecting money—or else—we take a kinder, more humane approach when homeowners fall short, explains CEO Ed Fay. We consider the people behind those mortgages and work hard to give them the best chance possible to stay in their homes.

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. Over 80% of employees across Fay, Constructive, and GenStone affiliate companies 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.

Come join us on our journey to serve our customers and be the leader in our industry! We are currently looking for a VP, Policies & Procedures to join our team!

Reporting to Shared Services (SSO) Leadership, this role oversees the centralized Policy & Procedures function to include the development, delivery, tracking and maintenance of policies, procedures (P&Ps), job aids, letter templates, forms and related content for the company. This includes managing adherence of content to regulatory and investor requirements, ensuring appropriate governance, and communication of content changes to the company.

A highly visible position, the VP, Policies & Procedures serves as the business owner for the enterprise P&P platform with responsibility to optimize utilization, its capabilities and resulting user experience. The role is accountable for data integrity, system workflows and service level requirements. The role will drive consistency of process, measuring the quality and efficiency of the team, and reporting on related outcomes from the P&P process.

What you will do for Fay:

Manage the day-to-day operations of the Policy & Procedures (P&P) function to include a team of specialists responsible for partnering with the business to create content for and document policies, procedures, job aids, letter templates, marketing materials and related forms.
Build and lead a high-performing team through effective acquisition, onboarding and training of talent. Manage performance and foster development for employees.
Establish and facilitate structured routines with the team to optimize performance and foster individual development; drive individual accountability for results.
Research regulations and solicit feedback from quality and compliance to analyze and review existing policies and procedures for updates, additions or changes.
Manage the enterprise P&P platform to include: document intake, content capture, business user review, quality assurance/ review, approvals, related communications and change management.
Partner with Operational Leadership and Subject Matter Experts (SME) to document and define content.
Manage the monitoring, tracking and reporting of P&P inventory; facilitate required reviews; capture and document approvals.
Regularly review and provide systemic and ad-hoc reporting on inventory and status; surface issues and/or concerns to leadership. Develop metrics, assign measures and leverage dashboards to quantify outcomes.
Lead team projects and initiatives to advance the efficiency, quality and capabilities of the function with a focus on continuous process improvement.
Develop domain knowledge of Fay’s business to include an understanding of short term goals and long term strategies for the organization.
Lead with broad influence through ongoing development of relationships across the organization.
Ensure compliance with Fay’s policies, processes, and practices. Ensure audit and control processes are implemented, regularly assessed, current and followed.
Role model ethical standards, professionalism and code of conduct.
Ensure demonstrated behaviors of both self and team align with Fay's Values and Operating Principles.
Maintain a current working knowledge of federal, state and local regulatory requirements; ensure audit and control processes are current and followed.
Perform other duties and responsibilities as assigned.

What you will bring to Fay:

Bachelor’s degree in Business or related field (or equivalent combination of years of experience with High School diploma/GED)
10+ years’ experience in Policies & Procedures (P&P), Technical Writing, Compliance, Training, or Risk & Controls
5+ years’ experience managing people and leading teams
5+ years’ experience in mortgage servicing
Previous experience successfully managing cross-functional projects
Deep knowledge and expertise with Process Unity, Audit Board, or similar P&P application
Strong verbal and advanced written communication skills
Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
Effective management skills to include talent selection, training, coaching, mentorship and performance management
Demonstrated leadership skills with proven ability to foster an environment of positive employee engagement and trust
Collaborative and consultative work style
Able to manage and lead change; agile; high learning agility
Client focused with strong execution skills and a results orientation
Strong analytical skills coupled with sound judgement; strong problem-solving abilities
Strong project management skills
Strong attention to detail; strong quality and compliance orientation
Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment; effective time management for self and team
Self-directed; ability to proactively surface questions, opportunities, issues and concerns
Professional maturity, integrity, ability to maintain confidential data and information
Strong business acumen; strong fiscal and technical aptitude
Strong skills in MS Word, Excel and PowerPoint

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, 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.

Fay Servicing, LLC jobs

VP, Policies & Procedures