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Description

As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!

In the Collection Recovery Manager role, you will participate in the day-to-day management of their operational business unity. The incumbent will facilitate business plans, operational policies, procedures, and systems which support their department’s long-term, strategic objectives as well as ensuring that staff are in compliance with these and other business policies. Additionally, you will create and maintain a customer focused, risk averse operating model for areas of responsibility. Furthermore, you will conduct problem solving and oversee projects with direction from management and will engage and motivate their colleagues by providing feedback and reinforcing desired behaviors.

Most importantly, at Citizens we’re more than a bank and here you’ll experience new things, create new opportunities, think beyond your role, and make an impact!

Primary responsibilities include

+ Monitors and manages daily account volumes and workflows to ensure effective turnaround times and maximum customer contact/productivity measures.

+ Uses operational reporting to monitor and manage daily workflows and account volumes.

+ Meets and/or exceeds all supervisory goals and objectives as defined by departmental standards.

+ Leads development and implementation of department policies and procedures for efficient business processes.

+ Collaborates with legal, risk and compliance to ensure all regulatory and legal requirements are met.

+ Assists with developing and executing strategies to meet or exceed departmental goals.

+ Ensures direct reports meet quality standards and/or key risk and control measurements.

+ Responsible for training and development needs of assigned personnel. Provide one-on-one coaching and feedback opportunities to staff through prescheduled meetings. Prepare and conduct performance reviews on a regular basis including career path development.

+ Coach direct reports to achieve quality standards as set by department.

Qualifications, Education, Certifications and/or Other Professional Credentials

+ Required Qualifications

+ 5 years mortgage collections experience

+ 3-5 years leadership experience

+ Preferred Qualifications

+ MSP servicing platform experience

Hours & Work Schedule

+ Hours per Week: 40

+ Work Schedule: M-F 8-5

#LI-Citizens2

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.

01/30/2026