Sr Client Relations Manager

The Fay Group is a fully integrated real estate and mortgage services firm, bringing together the strength and expertise of two complementary holding companies – Fay Financial and Genstone Holdings. Since its founding in 2008 as a special servicer, The Fay Group has grown into a diversified enterprise overseeing more than $46 billion in assets on behalf of over 50 institutional clients. Powered by data, technology, and a team of 1,100+ professionals across 10 U.S. locations, the organization delivers coordinated solutions across the full spectrum of real estate and lending services – including loan servicing, property management, mortgage originations, renovations, and insurance.

From asset creation and loan management to renovations and real estate brokerage services, The Fay Group offers end-to-end capabilities under one platform. This comprehensive approach delivers flexibility, transparency, and performance across multiple asset classes, supporting both clients and customers in all market and interest rate environments.

Reporting to the Client Relations Leadership Team, the Sr Client Relations Manager position is responsible for managing client relationships for a portfolio of investors with the objective to grow revenue through the retention of clients resulting in increased volumes and upsell of services, and/or participating in the acquisition of new clients through prospecting and/or referrals.

This role develops, executes and manages the growth and retention strategy for the assigned clients, actively leads client engagement, and coordinates issue resolution to ensure client satisfaction and procurement of new revenue.

This elevated role requires a strategic mindset, strong planning skills, ability to lead by influence, effective communication skills, and strong ownership mentality. Success requires the Sr Client Relations Manager to work effectively with leaders across the organization to obtain timely and thorough data-backed insights to the client’s portfolio performance, responses to issues, and ensure overall effective client performance management.

Qualifications Include:

• Bachelor’s degree in Business or related field (or equivalent combination of years of experience with High School diploma/ GED) required
• 10+ years' experience in client relationship management
• 5+ years' experience in mortgage servicing with knowledge of servicing processes and practices
• Demonstrated experience servicing clients in a fast-paced, dynamic work environment
• Previous experience leading projects and cross functional project teams
• Strong customer service orientation
• Strong knowledge of Microsoft Office (Excel, Word and Power Point)
• Strong financial and technical aptitude
• Strong verbal and written communication skills
• Strong leadership skills with the ability to lead by influence to garner support and drive results cross-functionally
• Strong listening skills coupled with strong facilitation abilities to effectively lead client meetings and internal discussions
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
• Strong analytical and problem-solving abilities to analyze and interpret client portfolio and financial performance 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 self and others through change; high learning agility
• Collaborative and consultative work style; high team-orientation
• Self-directed; comfortable working with ambiguity and uncertainty; ability to proactively ask questions and surface issues/ concerns
• Demonstrated ability to foster an environment of positive engagement and trust
• Ability to establish credibility by recognizing/ supporting the company’s culture, values and priorities
• Professional maturity, integrity, ability to maintain confidential data and information
• Strong business acumen; strong fiscal and technical aptitude

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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

Compensation

• The hiring range for this position is between $105,000.00 to $125,000.00 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.