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Description

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)

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

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, 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

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.

01/16/2026