DescriptionAre 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 mortgage 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 and developing our colleagues? If so, consider joining Citizens Consumer Solutions Delivery (i.e., Mortgage Default) team and help lead our team to Operational Excellence.In the Loss Mitigation Performance and Control Manager role, you will report directly to the Senior Loss Mitigation leader to drive business improvement and control initiatives, colleague performance and engagement, customer experience, and investor, audit and stakeholder engagement. The Loss Mitigation team consists of functions spanning from SPOC through final modification processing with 110 FTE across internal and external vendor teams. You will collaborate with Loss Mitigation Ops leaders, Strategy and Support teams, Mortgage Servicing, and senior management to drive industry-leading Loss Mitigation and Foreclosure Prevention performance and control to deliver exceptional customer experience, strong performance for investors, and a well-controlled risk environment with engaged colleagues. The Loss Mitigation Performance and Control Manager will lead the support and coordination of initiatives across all core lenses of performance (colleague, customer, control, investor) and provide critical support for the Senior Loss Mitigation leader with high exposure to internal executive leadership and external client executive leadership. Success will be measured by the improvements observed in the operations performance and culture as well as the brand impact of the team with key stakeholders. Primary duties/responsibilitiesIn this position you will be responsible for the following:
Initiative Management: Primarily responsible for the success of Loss Mitigation by driving initiatives and performance and control routines to deliver improvement and sustainable results while focusing on efficiency and customer experience. Develop, plan, and implement initiatives that address operational, customer and/or performance issues through partnership and collaboration with peers and partners. Deliver initiatives with clear timelines, diligent documentation, and expected results.
Risk and Control: Drive risk and compliance accountability in initiatives and reporting; support audits/exams and risk issue closure to deliver a sound control environment and use QA/QC results as basis for process and colleague performance improvement.
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.
Industry Expertise: Develop strong industry knowledge and network to benchmark practices and performance vs. industry.
Management Routines: Implement and support 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.
Support Coordination: Build strong relationships with centralized support functions and drive appropriate routines, tracking and communication to optimize relationships and support.
Stakeholder Presentations: Prepare and present initiative, risk and performance results to Senior Management and clients as needed, such as monthly Servicer Performance Review decks and monthly dashboards.
Colleague Communication and Engagement: Champion the colleague experience through gathering and analysis of feedback, actions and communication ensuring colleagues are receiving key messages on strategy, changes and results.
Customer Experience: Champion the customer experience through proactive review of processes, programs and communications for customer impact. Partner with managers, colleagues, product, centralized support and the central escalated Complaint team to identify areas of improvement. Provide oversight and tracking of customer experience initiatives across Loss Mitigation.
Technology and Vendors: Integrate new tools and vendors to achieve operational excellence goals and improve customer facing processes and touch points for Home Mortgage products.
Business Support: Proactively provide business support to the Senior Loss Mitigation leader and respond to ad hoc requests as well as supporting as appropriate the head of Mortgage Default.
Minimum qualifications:
High School Diploma required
Minimum of 5 years of Mortgage Default Servicing supervisory/lead experience required; minimum 10+ years mortgage default experience, preferably concentrated in Loss Mitigation
Outstanding interpersonal and verbal, written communication skills and ability to multi-task in a fast-paced environment
Highly effective networking and relationship building skills; Skilled in building partnerships, driving collaboration and communicating at all levels with influence
Proven ability to manage complex stakeholder expectations
Commitment to development and advancement of highly skilled and diverse workforce; Act as an agent for positive change
In depth knowledge and understanding of risk management and control
Demonstrated experience driving change initiatives to deliver on time and achieve committed benefits
Proficient in Microsoft Word, Excel and PowerPoint to document work product and present results
Self-motivated and able to work independently with minimal direct supervision on projects and initiatives
Strong analytical, problem solving and mathematical skills to be used in financial counseling, affidavits, evaluation and interpretation of sophisticated information
Understanding of mortgage lending and servicing, particular underwriting/loss mitigation, appraisals/valuations, foreclosure prevention and investor loss mitigation options/ requirements
Outstanding planning and time management skills to balance multiple priorities and deadlines
Solid understanding of GNMA, USDA and GSE default servicing
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday
This position is located in Glen Allen, VA
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 OpportunityAt Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.Equal Employment and Opportunity EmployerCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.Why Work for UsAt 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 growth06/01/2024
Full-time