Description

Are you enthusiastic about helping customers who are experiencing financial hardship? Do you enjoy problem solving and driving meaningful change? Are you looking for the autonomy and support to improve loss mitigation effectiveness and company financial performance? Do you want a role that offers you the chance to drive significant improvements to the bottom line while also delivering for customers? If so, consider joining Citizens Bank’s Home Mortgage Loss Mitigation management team and help lead our team to Operational Excellence.

Leading a team of about 15 direct reports internally/externally, you will shape the business in your leadership of Back-End Loss Mitigation areas for Mortgages and Home Equity products. Working closely with Loss Mitigation strategies, senior management, Product Owners and support teams, you will drive industry-leading loss mitigation strategies, deliver an exceptional customer experience and deliver a sound operational environment.

The Loss Mitigation Back End Manager is responsible for the day to day operation of the department and takes ownership for producing high volume and high-quality work while adhering to investor and regulatory guidelines.

Primary duties/responsibilities

Primarily responsible for the success of Citizens Bank Loss Mitigation maximize program optimization and performance with a focus on efficiency and customer experience in the backend closing processDrive risk and compliance accountability in end to end processes and controls and deliver a sound overall control environment. Proactively identify regulatory, investor financial, operational, reputational and other risk issues; develop remediation plans; and execute to bring issues to closure on time.Process/Continuous Improvement: Identify operational improvements using Agile and Lean principles and process automation/digital tools to make improvement in execution a continual focus in day-to-day operation.Develop strong industry knowledge and network to benchmark practices and performance vs. industry.Implement strong operating rhythms, management routines and reporting to ensure robust engagement, communication, coaching/development, performance monitoring and accountability that will enable the team to win.Undertakes special projects related to departmental activities as assignedEnsure compliance with all Investor guidelines and quality controls are in place to protect Citizens and its clientsVendor Management Oversight of key vendor partnershipsEffective management of GSE and Government reporting requirements, (Resolve, SMDU/HSSN, etc.)Management oversight of Loan Modification document executionSupervise department efficiency, pipeline management and processing time framesProvide positive ongoing leadership and mentor, including performance measurements, appraisals and other actions impacting employee job related functionsMaintains, updates and builds process and procedure documentation for the Loss Mitigation team. Continually review and refine processes to ensure efficiency and accuracyAdvises change within the department. Promotes a demeanor of optimism and progressPrepares and presents workflow and results to Senior Management and clients as neededAssists in the control of company expenses through intelligent use of funds to resolve accounts and managing staffing and miscellaneous costsReview Quality Assurance/Quality Control reports on a daily/weekly basis and remediate deficiencies that are notedRespond to internal and external audit findings by preparing formal responses and ensuring remediation of noted issuesIntegrate new tools and vendors to achieve operational excellence goals and improve customer facing processes and touch points for Home Mortgage productsMinimum RequirementsMinimum 3 years of supervisory/management experience in Loss Mitigation or mortgage operationsDemonstrated expertise in mortgage default operations and servicing, particularly modificationsStrong understanding of GNMA, USDA, and GSE default servicingProficient in Microsoft Word and ExcelSelf-motivated with the ability to work independently with minimal supervisionTechnical & Industry KnowledgeDeep knowledge of loss mitigation programs (FHA, VA, USDA, Fannie Mae, Freddie Mac)Familiarity with regulatory requirements (CFPB, RESPA, HUD guidelines)Experience with mortgage servicing platforms (e.g., MSP, BitB, Resolve, SMDU)Understanding of how to read title and what is needed to clear encumbrances Knowledge of investor/insurer guidelines and their impact on workout options and timelinesAnalytical & Problem-Solving SkillsStrong analytical, mathematical, and problem-solving skillsAbility to analyze loan-level data, identify trends, and conduct root cause analysisExperience interpreting financial documents and borrower hardship packagesLeadership & Team ManagementProven leadership experience in a fast-paced environmentLead and oversee pipeline managementAbility to coach, mentor, and develop staff, especially in compliance and customer serviceStrong collaboration skills across departments (e.g., claims, legal, compliance)Communication & Customer FocusExcellent written and verbal communication skillsAbility to handle escalations and investor correspondence effectivelyCustomer-centric mindset with a focus on resolution and empathyAbility to translate complex policies into clear guidanceCompliance & Risk AwarenessStrong understanding of risk mitigation in servicing operationsExperience with audit preparation and response (internal, investor, or regulatory)Ability to identify and escalate compliance gaps or exceptionsPreferred Qualifications5–10 years of experience in mortgage servicing, with at least 3 in a leadership roleCertifications such as Certified Mortgage Servicer (CMS) or FHA DE Certification

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday, 8:00am - 5:00pm

This position is full time in the Glen Allen, VA or Irving, TX office.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.