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Description

We are seeking a dedicated and detail-oriented Mortgage Default Complaints Specialist to join our Default Complaints team. This role is responsible for managing and resolving escalated mortgage complaints from borrowers, regulatory agencies, and internal stakeholders. The ideal candidate demonstrates strong problem-solving abilities, excellent communication skills, and a deep understanding of mortgage default processes, with a passion for delivering exceptional service and driving continuous improvement.

Key Responsibilities:

+ Investigate, research, and resolve escalated borrower complaints related to default servicing areas such as loss mitigation, foreclosure, and collections.

+ Collaborate across departments (Loss Mitigation, Collections, Foreclosure, Bankruptcy, and Legal, etc.) to collect case details and ensure timely, accurate resolutions.

+ Serve as a direct point of contact for borrowers, clearly communicating complaint outcomes, gathering additional information when necessary, and guiding them through the resolution process with empathy and professionalism.

+ Analyze complaint data to identify trends, risks, root causes , and opportunities for process improvement ; escalate findings to leadership as appropriate.

+ Strong communication skills to provide responses reflecting the outcome of the investigation and resolution to the requestor(borrower, authorized 3rd party, internal partners, etc.)

+ Ensure thorough and accurate documentation of all complaint handling activities within internal systems.

+ Support audit and regulatory requests by providing complete and accurate complaint files and summaries.

+ Maintain up-to-date knowledge of mortgage servicing regulations, investor guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA), and consumer protection laws (e.g., RESPA, CFPB).

Qualifications:

+ Minimum 3 years of experience in mortgage servicing, preferably in loss mitigation, default servicing, or customer advocacy roles.

+ Demonstrated experience handling escalated borrower complaints or regulatory responses.

+ Strong ability to identify complaint trends, assess risk exposure, and recommend process improvements .

+ Excellent verbal and written communication skills , with the ability to explain complex issues to borrowers clearly and professionally, and communicate outcomes or the need for additional information effectively.

+ Strong attention to detail and organizational skills with the ability to manage multiple cases and deadlines.

+ Proficiency in mortgage servicing platforms (e.g., MSP/Black Knight, Salesforce, or other complaint tracking systems) preferred.

+ High school diploma or equivalent required; college degree preferred.

Hours & Work Schedule

+ Hours per Week: 40

+ Work Schedule: Monday-Friday (Hybrid 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 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.

06/30/2025