What are the responsibilities and job description for the Home Mortgage Senior Loss Mitigation Manager position at Citizens?
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 Home Mortgage Loss Mitigation management team and help lead our team to Operational Excellence.
Leading a team of ~20 FTE across internal and outsourced colleagues, you will shape the business in your leadership as Sr. Loss Mitigation Fulfillment Manager leading the Back-End Loss Mitigation areas for Mortgage 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 Senior Loss Mitigation Fulfillment 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
In this position you will:
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth
Posting End Date: 02/07/2025
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 Home Mortgage Loss Mitigation management team and help lead our team to Operational Excellence.
Leading a team of ~20 FTE across internal and outsourced colleagues, you will shape the business in your leadership as Sr. Loss Mitigation Fulfillment Manager leading the Back-End Loss Mitigation areas for Mortgage 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 Senior Loss Mitigation Fulfillment 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
In this position you will:
- Primarily responsible for the success of Citizens Bank Loss Mitigation program optimization and performance with a focus on efficiency and customer experience in the backend closing process
- Drive 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.
- Lead special projects related to departmental activities as assigned.
- Ensure compliance with all Investor guidelines with quality controls in place to protect Citizens and its clients.
- Perform oversight of key vendor partnerships.
- Drive effective management of GSE and Government reporting requirements (Resolve, SMDU/HSSN, etc.).
- Provide management oversight of Loan Modification document execution.
- Supervise department efficiency, pipeline management and processing time frames.
- Provide positive ongoing leadership and mentorship, including performance measurements, performance reviews, and other actions impacting employee job related functions.
- Maintain, update and build process and procedure documentation for the Loss Mitigation team. Continually review and refine processes to ensure efficiency and accuracy.
- Champion change within the department and across the business. Promote a culture of optimism and a drive for excellence.
- Prepare and present workflow assessments and results to Senior Management and clients.
- Assist in the control of company expenses through intelligent use of funds to resolve accounts, manage staffing and vendor costs.
- Review Quality Assurance/Quality Control reports on a daily/weekly basis and remediate deficiencies that are noted.
- Respond to internal and external audit findings by preparing formal responses and ensuring remediation of noted issues.
- Integrate new tools and vendors to achieve operational excellence goals and improve customer facing processes and touch points for Home Mortgage and Equity products.
- Minimum of 7 years of Mortgage Operations supervisory/management experience required
- Demonstrated ability in mortgage default operations
- Proficient in Microsoft Word and Excel
- Excellent mentor and counseling skills
- Excellent verbal and written skills
- Excellent interpersonal skills and ability to multi-task in a fast-paced environment
- Outstanding interpersonal and verbal and written communication skills
- Experience analyzing financial statements, tax returns, credit reports, home appraisals, title searches and other documents to evaluate a pre-foreclosure remedies
- Self-Motivated. Ability to work independently with minimal direct supervision
- Strong analytical, problem solving and mathematical skills to be used in financial counseling and evaluation and interpretation of sophisticated information
- Understanding of mortgage lending and servicing, particularly late stage collections, modifications and short sales
- Outstanding planning skills to balance multiple priorities and deadlines
- Solid understanding of GNMA, USDA and GSE default servicing
- Bachelors Degree preferred
- Hours per Week: 40
- Work Schedule: Monday-Friday
- This position is full time in the Glen Allen, VA office
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth
Posting End Date: 02/07/2025
