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 and investor guidelines.

Primary responsibilities include

• 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 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.
• Undertakes special projects related to departmental activities as assigned
• Ensure compliance with all Investor guidelines and quality controls are in place to protect Citizens and its clients
• Vendor Management Oversight of key vendor partnerships
• Effective management of GSE and Government reporting requirements, (Resolve, SMDU/HSSN, etc.)
• Supervise department efficiency, pipeline management and processing time frames
• Provide positive ongoing leadership and mentor, including performance measurements, appraisals and other actions impacting employee job related functions
• Maintains, updates and builds process and procedure documentation for the Loss Mitigation team. Continually review and refine processes to ensure efficiency and accuracy
• Advises change within the department. Promotes a demeanor of optimism and progress
• 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)