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 Bank’s Home Mortgage Loss Mitigation management team and help lead our team to Operational Excellence. Leading a team of about 15 direct reports people internally/externally, you will shape the business in your leadership of Back-End Loss Mitigation areas for Mortgages and Home Equity products. Working closely with Loss Mitigation strategies, seni or 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 Loss Mitigation Operations 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 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.) + Management oversight of Loan Modification document execution + 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 + Minimum of 3 years of Loss Mitigation supervisory/management experience required; minimum 5+ years mortgage operations management experience + 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 + High School Diploma required Hours and Work Schedule + Hours per Week: 40 + Work Schedule: Monday-Friday + This position is full time in the Glen Allen, VA 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 At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. 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 Employer Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates. 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 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. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. 01/31/2025