Description

The Home Mortgage Backend Team Lead role will report to the Loss Mitigation Backend Fulfillment Manager. The HM Serv Solutions Lead 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, regulatory and internal guidelines.  Liaising with business partners in risk, legal & compliance, and operations is an integral part of the role.  Through engagement with business partners and a deep understanding of the Loss Mitigation and mortgage operations the Home Mortgage Backend Team Lead is responsible for working closely with management to coordinate, project manage and plan across several functions in Loss Mitigation and Mortgage Servicing.

The Home Mortgage Backend Team Lead role will require building a strong rapport with the Customer Resolution Team, Office of the Chairman, Legal, Risk and internal business partners of varying levels. The candidate will objectively investigate expressions of dissatisfaction, challenge current policies and procedures, employ innovative solutions-oriented thinking, and ultimately provide a best-in-class customer experience as part of the expressions of dissatisfaction resolution process for the Home Mortgage Default Operations. 

The candidate will employ exemplary problem solving and analytical capabilities as part of the expression of dissatisfaction management process. Utilizing superior knowledge of mortgage products, services, processes and risk management will allow the candidate to effectively resolve and respond to expressions of dissatisfaction within agreed upon service levels. The candidate must possess a passion for best-in-class customer service and the skill set to deliver it.

The Home Mortgage Backend Team Lead will understand and support the Home Mortgage Default Operations’ long term strategic objectives and independently offer valuable process improvement feedback. This candidate will be able to identify root causes and act upon service improvement opportunities relevant to the expressions of dissatisfaction management process. The HM Serv Solutions Lead will also assist with specialty projects as needed to mitigate risk and ensure an improved customer experience.

 Required Skills/Experience:

Extensive knowledge of mortgage products, services and default operations functionsStrong knowledge of Microsoft Office productsWorking knowledge of MSP Excellent written and verbal communication skillsBest in class customer service skillsStrong problem solving and analytical skillsAbility to multitask and work independently in a fast-paced changing environmentAbility to learn and apply new concepts quicklySuperior ability to navigate through difficult situationsAbility to function as an internal expert on problem resolution best practicesAbility to effectively collaborate across functional areas to research and resolve expressions of dissatisfactionAbility to provide guidance and feedback to functional areas on how best to improve the customer experience

 Education Qualifications:

Minimum of 3 years of Loss Mitigation supervisory/management experience required; minimum 5+ years mortgage operations management experienceProficient in Microsoft Word and ExcelExcellent verbal and written skillsExcellent interpersonal skills and ability to multi-task in a fast-paced environmentHigh school degree required 

Hours & Work Schedule

Hours per Week: 40
Work Schedule:  Monday-Friday in 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.