Home Mortgage Loss Mitigation Service Solutions Manager

Home Mortgage Loss Mitigation Service Solutions Manager

The Home Mortgage Loss Mitigation Service Solutions 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 responsibilities include:

• Maximize 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
• 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
• Implement strong operating rhythms, management routines and reporting to ensure robust engagement, communication, coaching/development, performance monitoring and accountability
• Ensure compliance with all investor guidelines and quality controls are in place to protect Citizens and its clients
• Supervise department efficiency, pipeline management and processing time frames
• Maintains, updates and builds process and procedure documentation for the Loss Mitigation team
• Prepares and presents workflow and results to Senior Management and clients as needed
• Assists in the control of company expenses through intelligent use of funds to resolve accounts and managing staffing and miscellaneous 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 products

Qualifications, Education, Certifications and/or Other Professional Credentials:

• Minimum 3 years of supervisory/management experience in Loss Mitigation or mortgage operations
• Demonstrated expertise in mortgage default operations and servicing, particularly modifications
• Strong understanding of GNMA (FHA/USDA/VA), and GSE (FNMA/FHLMC) default servicing
• Proficient in Microsoft Word and Excel
• Self-motivated with the ability to work independently with minimal supervision

Hours & Work Schedule:

• Hours per Week: 40
• Work Schedule: Monday - Friday (8am - 5pm EST)

Equal Employment Opportunity: 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, 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.

Background Check: Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks.