Description

The Home Mortgage Loss Mitigation Decisioning Lead will report to the Loss Mitigation Decisioning Manager. The HM Serv Solutions Lead 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, regulatory and internal guidelines. Liaising with business partners in risk, legal & compliance, and operations is an integral part of the role. Through engagement with business partners and a deep understanding of the Loss Mitigation and mortgage operations the HM Serv Solutions Lead is responsible for working closely with management to coordinate, project manage and plan across several functions in Loss Mitigation and Mortgage Servicing.

The Home Mortgage Loss Mitigation Decisioning Lead role will require building a strong rapport with the Customer Resolution Team, Office of the Chairman, Legal, Risk and internal business partners of varying levels. The candidate will objectively investigate expressions of dissatisfaction, challenge current policies and procedures, employ innovative solutions-oriented thinking, and ultimately provide a best-in-class customer experience as part of the expressions of dissatisfaction resolution process for the Home Mortgage Default Operations. 

The candidate will employ exemplary problem solving and analytical capabilities as part of the expression of dissatisfaction management process. Utilizing superior knowledge of mortgage products, services, processes and risk management will allow the candidate to effectively resolve and respond to expressions of dissatisfaction within agreed upon service levels. The candidate must possess a passion for best-in-class customer service and the skill set to deliver it.

The Home Mortgage Loss Mitigation Decisioning Lead will understand and support the Home Mortgage Default Operations’ long term strategic objectives and independently offer valuable process improvement feedback. This candidate will be able to identify root causes and act upon service improvement opportunities relevant to the expressions of dissatisfaction management process. The HM Serv Solutions Lead will also assist with specialty projects as needed to mitigate risk and ensure an improved customer experience.

Required Skills/Experience:

• Minimum of 2 years of Loss Mitigation decisioning experience for all workout types for Fannie Mae, Freddie Mac, FHA, VA 
• Minimum 2 years mortgage Default operations experience
• Extensive knowledge of mortgage products, services and default operations functions
• Working knowledge of MSP 
• Strong knowledge of Microsoft Office products
• Excellent written and verbal communication skills
• Best in class customer service skills
• Strong problem solving and analytical skills
• Ability to multitask and work independently in a fast-paced changing environment
• Ability to learn and apply new concepts quickly
• Superior ability to navigate through difficult situations
• Ability to function as an internal expert on problem resolution best practices
• Ability to effectively collaborate across functional areas to research and resolve expressions of dissatisfaction
• Ability to provide guidance and feedback to functional areas on how best to improve the customer experience
• Excellent verbal and written skills
• Excellent interpersonal skills and ability to multi-task in a fast-paced environment

Education Qualifications:

High school degree required

Hours & Work Schedule

Hours per Week: 40

Work Schedule: 8:00am - 5:00pm, Monday-Friday (In office position)

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.