Felix Lule
Fort Worth,TX
Summary
Seasoned mortgage servicing professional with 17 years of industry experience, including 10 years of progressive leadership at Fay Servicing, currently serving as the AVP of Servicing. Proven track record of driving operational efficiency, regulatory compliance, and high-performance team leadership. Adept at managing large-scale servicing operations, implementing process improvements, and fostering cross-functional collaboration to support organizational goals. Known for strategic problem-solving, exceptional customer service standards, and deep knowledge of investor guidelines, loss mitigation, and servicing platforms. Ready to step into the VP role to continue delivering excellence and innovation in servicing operations.
Overview
10
10
years of professional experience
Work History
Assistant Vice President
Fay Servicing LLC
03.2020 - Current
- Lead and oversee the SPOC team responsible for assisting delinquent and at-risk borrowers ensuring full compliance with CFPB and investor requirements.
- Monitor team performance by using call reviews, pipeline audits, and borrower feedback in order to increase production.
- Monitor and maintain telephony metrics to ensure SLA's and KPI's are met.
- Supervise and mentor team members, fostering professional development and ensuring performance goals are met or exceeded
- Managed component servicing relationship with Flagstar Bank, acting as a liaison to ensure compliance with investor requirements, service level agreements, and reporting standards.
- Collaborate with internal departments to resolve escalated servicing issues and maintain high customer satisfaction.
- Support system enhancements, UAT testing, and training related to servicing platform upgrades.
Account Manager
Fay Servicing LLC
08.2015 - 03.2020
- Served as a dedicated SPOC for a portfolio of 150-300+ delinquent or at-risk loans, providing end-to-end borrower support through default, loss mitigation, and resolution process.
- Educated borrowers on available loss mitigation options, including loan modifications, repayment plans, and short sales.
- Achieved top performer status multiple quarters by exceeding department benchmarks in call quality, pipeline management, and timely decision communication.
Education
Criminal Justice
University of Texas Arlington
Criminal Justice
Mountainview College
Skills
- Mortgage Servicing Operations
- Regulatory Compliance (CFPB, RESPA, TILA, ETC)
- Loss Mitigation and Default Management
- Component Servicing Oversight
- Business Continuity Planning
- Loan Servicing Platforms (MSP, ICE, Tableau, Sales Force, etc)
Timeline
Assistant Vice President
Fay Servicing LLC
03.2020 - Current
Account Manager
Fay Servicing LLC
08.2015 - 03.2020
Criminal Justice
University of Texas Arlington
Criminal Justice
Mountainview College
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