Ed Fay, CEO, Fay Group

July 2026 — In an interview with Invest:, Ed Fay, CEO of Fay Group, discussed the company’s continued growth, the opportunities created by industry consolidation, and their commitment to service quality. “We’re looking to be best in class, not biggest in class,” Fay said.

What changes over the past year impacted Fay Group, and in what ways?

Over the last year, we reached a couple of important milestones. For the first time, the organization crossed $50 billion under management, which is something we have been working toward for a number of years. We were also recognized again on the Inc. 5000 list of fastest-growing companies, and launched a new website Genstone Companies.com, which features all of our Genstone-branded businesses and brings real estate, lending, insurance, and property services for homeowners and investors all under one roof

In addition, we expanded the scope of the organization by adding two new companies, one of which we will be announcing relatively soon. Overall, it was a very good year. Client growth and customer growth were both excellent, and we are excited about where the business is heading.

How would you describe Fay Group’s position in today’s housing finance ecosystem, and what differentiates the company?

There are many different types of mortgage servicers, but we focus on a segment of the market that most firms do not. Roughly 80% to 85% of mortgages in the United States are agency-backed loans tied to Fannie Mae, Freddie Mac, and Ginnie Mae. We focus on much of the remaining market, including non-qualified mortgages, business-purpose loans, construction-related lending, and aged loans that are no longer in securities.

What differentiates us is our focus on quality of care. The loans we work with require a higher level of attention and expertise because the potential losses can be much greater. Clients come to firms like ours when they are looking for a different level of service, and there are fewer companies serving that niche today because of industry consolidation.

What are the most important trends currently shaping the mortgage servicing and housing finance sectors?

One of the biggest trends is the consolidation I just mentioned. Ten years ago, the top 10 servicers controlled about 35% of the market. Today, they control more than 60%.

As larger firms continue to acquire competitors, there are fewer independent providers in the market. That creates opportunities for organizations like ours. 

The consolidation trend reinforces our strategy because many clients are looking for a more personalized experience. As organizations become larger, it becomes more difficult to consistently deliver that level of service. We’re looking to be best in class, not biggest in class.

What opportunities do you see as consolidation continues?

Every time two companies merge, it creates disruption. Some customers find themselves working with organizations that no longer align with their needs or business models. Others simply want a more responsive partner.

That dynamic has created openings for our firm. Many clients are looking for quality service and direct relationships, and there are fewer places for them to find that today. Consolidation has changed the competitive landscape, but it has also created opportunities for companies that remain focused on customer care.

How important is Tampa to Fay Group’s growth strategy and operations?

Tampa is a major growth center for Fay Group and Genstone Companies. Although we started in Chicago in 2008 and continue to maintain large operations in several markets in addition to the Chicago area, several years ago we made a strategic decision that Tampa would be a key part of our future, including where we would be headquartered.

Tampa offered access to an experienced workforce and a strong talent pipeline. We saw an opportunity to build a larger presence here, and that decision has worked out very well for us.

There are a lot of talented people in the region, and Tampa provides room for continued expansion. We expect it to remain an important growth market for the company for many years.

How is Fay Group attracting, developing, and retaining top talent?

One of the advantages we offer employees is stability. Housing-related businesses can be cyclical, but because we operate across multiple segments of the housing ecosystem, we can provide opportunities that many companies cannot.

We are able to move employees between different parts of the organization as market conditions change, which helps create long-term career paths. Employees also gain exposure to multiple areas of the housing industry, which keeps the work interesting and creates opportunities for professional development.

Recognition is another important part of our culture. For example, employees who reach their 10-year anniversary with the company are invited on a company-sponsored trip. If someone spends a decade with our organization, that means a great deal to us, and we want to recognize that commitment.

Where do you see the biggest opportunities for AI in your industry?

AI is going to affect every industry, and ours is no exception. There are many fascinating applications that can improve efficiency and help organizations process information more effectively.

That said, we take a somewhat different approach. I often say that I prefer actual intelligence over artificial intelligence. Housing transactions are among the most important financial decisions people make in their lives, and many customers still want to speak with real people when making those decisions.

Technology will continue to play a growing role, but we believe there will always be demand for knowledgeable professionals who can provide guidance, answer questions, and help customers navigate complex situations.

What is your outlook for the housing market and mortgage industry over the next two to three years?

Housing and mortgage activity are closely tied to interest rates. What happens with mortgage rates will have a significant impact on both home sales and refinancing activity.

My expectation is that rates will remain higher for longer. We may see some declines, but inflation and broader geopolitical factors will likely keep rates elevated relative to recent years.

That environment will be challenging for parts of the industry, particularly businesses that depend heavily on origination volume. However, there will still be millions of transactions taking place, and companies that provide strong service and quality execution will continue to find opportunities.

It will also be interesting to see how the industry adapts as many firms operate with significantly lower volumes than they experienced several years ago.

What are Fay Group’s key goals and priorities moving forward?

Our top priority is serving our customers and clients better. Whether we are investing in technology, automation, analytics, or operational improvements, the goal is always to enhance the customer experience.

We also want to continue strengthening the connections between the different companies within our organization so that we can provide more seamless solutions across the housing ecosystem.

As we look ahead, our focus is on improving the businesses we already have rather than pursuing large-scale merger and acquisition activity. We believe there is significant opportunity to continue refining our operations and delivering even better service.

Is there anything else you would like to add?

More than a decade ago, we faced a strategic decision. We could either grow taller by becoming as large as possible in mortgage servicing, or we could grow wider by expanding into other parts of the housing industry.

We chose to grow wider. Over time, we acquired and built businesses across multiple housing-related sectors, creating a portfolio of companies that support different aspects of the housing ecosystem.

Recently, we began bringing many of those businesses together under the Genstone brand. That reflects the broader strategy we have followed for years: building a diversified platform that allows us to serve real estate investors and homeowners across multiple areas of housing while maintaining the service standards that have always defined our organization.