Description

Are you enthusiastic about helping customers who are experiencing financial hardship? Do you enjoy problem solving and driving meaningful change in a highly visible role? Are you looking for the opportunity to deliver for customers while learning from the challenges of individual customers to drive overall business improvement? Do you want a role that offers you the chance to drive significant risk improvements to the bottom line while also delivering for customers and developing our colleagues? If so, consider joining Citizens Consumer Solutions Delivery team and help lead our team to Operational Excellence in the Mortgage Default Specialty Operations Manager role.

In the Mortgage Default Specialty Operations (DSO) Manager role, you will report directly to the Head of Consumer Solutions Delivery (i.e., Mortgage Default) and lead a team of 3-6 professionals to own programs that span across default operations including the customer complaint response and analysis program, audit and exam management, and risk issue management. The mortgage default area includes collections, loss mitigation, foreclosure and bankruptcy with 240 FTE across internal and external vendor teams. In this role, you will collaborate with Mortgage Default Operations leaders, Strategy and Support teams, Mortgage Servicing, and senior management to drive performance and control to deliver exceptional customer experience, strong performance for investors, and a well-controlled risk environment with engaged colleagues.

The Mortgage Default Specialty Operations (DSO) manager will lead escalated complaint program including resolution, trending, root cause analysis and reporting; intake and implementation of new customer assistance programs across investors; response, coordination and communication for internal audit, regulatory exams and investor (GSE/GNMA) reviews/audits; and risk issue remediation across mortgage default operations in conjunction with operations and support partners. Success will be measured by quality and timeliness of response and resolution as well as continuous improvement undertaken as a result of findings and root cause analysis that drive operational excellence, improved customer experience and strong performance for investors.

Primary duties/responsibilities

In this position you will be responsible for the following:

• Customer Experience, Complaint Resolution and Improvement: Lead collaboration and response on all escalated complaints to drive to prompt resolution, perform detailed root cause and develop actions to address issues creating a closed loop from complaint to process improvement supported by sound documentation. Provide oversight and tracking of customer experience initiatives across Mortgage Default with routine presentations to senior leadership on findings and progress.

• 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, partnership and accountability that will engage peers and partners to drive awareness and accountability.

• Support Coordination: Build strong relationships with centralized support functions and drive appropriate routines, tracking and communication to optimize relationships and support.

• Initiative Management: Drive intake and implementation for new/modified customer assistance programs, engaging stakeholders across default operations and supporting areas to meet timelines with quality. Deliver initiatives with clear timelines, diligent documentation, and expected results.

• Risk and Control: Drive overall operations risk and control cadences to drive timely issue identification, issue opening, dispositioning of emerging issues and closure of open issues with sustainability and strong documentation. Lead exam and audit engagements for Mortgage Default coordinating gathering of document requests, review of submissions and management of responses during the review as well as coordination of issue responses and actions plans.

• 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.

• Stakeholder Presentations: Prepare and present customer, risk, audit/exam, and performance results to Senior Management and clients in recurring and ad hoc management routines.

• Customer Experience: Champion the customer experience through proactive review of processes, programs and communications for customer impact. Partner with peers and partners to identify areas of improvement and drive action plans, ownership and follow-up through to implementation. Provide oversight and tracking of customer experience initiatives across Mortgage Default.

• Business Support: Proactively provide business support to the Head of Consumer Solutions Delivery and respond to ad hoc requests.

  Minimum qualifications:

• Bachelor’s degree preferred; High School Diploma required

• Minimum of 5 years of Mortgage Default Servicing leadership experience required; minimum 10+ years mortgage servicing and default experience

• Outstanding interpersonal and verbal, written communication skills and ability to multi-task in a fast-paced environment

• Strong process and root cause analysis experience and experience with process mapping and agile/lean methodologies

• Highly effective networking and relationship building skills; Skilled in building partnerships, driving collaboration and communicating at all levels with influence while holding peers and partners accountable for delivering against action plans and committed initiative timelines

• Proven ability to manage complex stakeholder expectations and communicate effectively to all levels

• 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 and experience with audits and exams as well as action plan development

• Experience in interfacing with clients/investors and presenting results, initiatives and issues

• 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

  Location: 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 Opportunity

At 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 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

06/30/2024