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Home Mortgage Foreclosure Business Control Lead

Corporate and Administrative

Glen Allen, Virginia


Foreclosure Business Control Lead

Are you enthusiastic about helping customers who are experiencing financial hardship? Do you enjoy problem solving and driving meaningful change? Are you looking for the autonomy and support to improve foreclosure effectiveness and company financial performance? Do you want a role that offers you the chance to drive significant improvements to the bottom line while also delivering strong performance results? If so, consider joining Citizens Bank’s Home Mortgage Foreclosure team and help lead our team to Operational Excellence.

The Foreclosure (FC) Business Controls Lead will report directly to the Senior Manager of Foreclosure.  This role will incorporate a strong consultant-oriented approach working with the operations team to deliver and implement efficient solutions.  The FC Business Control 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 Foreclosure and mortgage operations the Business Controls lead is responsible for coordinating, project managing and planning across several functions tied to Foreclosure, (e.g., Pre-Foreclosure, Property Preservation, Foreclosure, REO, etc.). 

Primary duties/responsibilities

In this position you will:

  • Primarily be responsible for performing, monitoring and completion of business controls to ensure the success of Citizens Bank Foreclosure, prop pres and REO performance with a focus on efficiency and investor performance.
  • 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 risk 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.
  • 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.
  • Provides strategic, operational, and administrative support for the operations.
  • Monitor department efficiency, adherence to controls, pipeline management and processing time frames.
  • Maintains, updates, and builds process and procedure documentation for the 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.
  • Review Quality Assurance/Quality Control reports on a daily/weekly basis and remediate deficiencies that are noted related to controls.
  • Assists with responding to internal and external audit findings by preparing formal responses and ensuring remediation of noted issues.

Qualifications - External

  • Minimum of 3 years of quality assurance/control experience required; minimum 5+ years mortgage default operations experience.
  • Solid understanding of GNMA (FHA/VA/USDA), USDA, GSE default servicing guidelines.
  • Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Visio, etc.)
  • Organized with excellent communication skills, verbal, and written skills.
  • Excellent interpersonal skills and ability to multi-task in a fast-paced environment.
  • Self-Motivated. Ability to work independently with minimal direct supervision.
  • Strong analytical, problem solving and mathematical skills to be used in evaluation and interpretation of sophisticated information.
  • Understanding and demonstrated ability in mortgage lending and servicing, particularly late-stage collections, loss mitigation, property preservation, and foreclosure.
  • High School Diploma required.

Preferred Experienced:

  • Bachelor’s degree
  • Project Management experience
  • Experience establishing risk-based controls within a highly regulated environment.

Hours and Work Schedule:

  • Hours per Week: 40hrs 
  • Work Schedule: Hybrid – 3 days in the office Mon. Tue & Thur. 

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.

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.


We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

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Top Regional Company for Diversity


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