Business Support Analyst II

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 Servicing Management Team, this position is responsible for managing and enhancing audit processes, reporting, and data-driven insights to support business operations. This role plays a key part in the development, implementation, and maintenance of sampling methodologies, auditing frameworks, and reporting solutions to improve quality control and regulatory compliance.

This position partners with operational teams to identify process gaps and improvement opportunities, ensuring that audit design, data imports, and reporting functions align with business objectives. Additionally, this position helps define and track Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and performance metrics for assigned departments within Fay Servicing.

This Business Support Analyst II also supports Business Strategy Execution, continuously refining methodologies, communication plans, and tools to drive alignment across the organization. This role collaborates with the Policies and Procedures team to ensure compliance with regulatory, procedural, and investor requirements, reinforcing strong governance and operational efficiency.

Qualifications include:

• Bachelor’s degree in Business Administration, Finance, Data Analytics, or related field (or equivalent combination of years of experience with High School diploma/GED)
• 5+ years' experience in mortgage servicing required
• Prior experience with data analysis, reporting tools, and business intelligence solutions (e.g., Business Objects, SQL, Tableau)
• Strong understanding of audit design, sampling methodology, and reporting
• Prior experience working in a fast-paced workplace, managing multiple projects simultaneously, and working collaboratively with cross-functional teams is preferred
• Black Knight MSP experience required
• Solid skills and experience in MS Word, Excel, and Outlook
• Strong verbal and written communication skills
• Solid interpersonal skills
• Demonstrated analytical skills and problem-solving abilities
• Good judgment with the ability to evaluate and make decisions
• Strong time management skills
• Ability to work effectively in a fast-paced, dynamic environment
• Customer service/ client orientation with strong execution skills and results orientation
• Ability to prioritize numerous tasks and manage shifting priorities
• High-level of attention to detail and consistency
• Flexible, open to change; ability to learn new things quickly
• Collaborative; ability to work effectively with others

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Featured Benefits

• Medical, Dental and Vision Insurance
• Company Paid Life Insurance
• Disability Insurance
• Pet Insurance
• 401k Program with Employer Matching
• 3 Weeks Paid Time Off (PTO)
• Paid Holidays
• Wellness Initiatives
• Employee Assistance Program
• Eligible for Hybrid Work Schedule with Remote Flex Days 

Compensation

• The hiring range for this position is between $67,950.00-$83,7000.00 annually
• This position is eligible for an annual discretionary bonus

Fay Cares!

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. Each quarter, their contributions are donated to organizations focused on improving education opportunities, combating poverty, and supporting military service members and first responders.

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. Fay is an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information, go to www.dhs.gov/E-Verify.