Home Mortgage Loss Mitigation Back End Manager

Description

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 loss mitigation 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 for customers? If so, consider joining Citizens Bank’s Home Mortgage Loss Mitigation management team and help lead our team to Operational Excellence.

Leading a team of about 15 direct reports internally/externally, you will shape the business in your leadership of Back-End Loss Mitigation areas for Mortgages and Home Equity products. Working closely with Loss Mitigation strategies, senior management, Product Owners and support teams, you will drive industry-leading loss mitigation strategies, deliver an exceptional customer experience and deliver a sound operational environment.

The Loss Mitigation Back End 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 guidelines.

Primary duties/responsibilities

• 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.)
• Management oversight of Loan Modification document execution
• 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

• Minimum of 3 years of Loss Mitigation supervisory/management experience required; minimum 3+ years mortgage operations management experience
• Demonstrated ability in mortgage default operations
• Proficient in Microsoft Word and Excel
• Excellent mentor and counseling skills
• Excellent interpersonal skills and ability to multi-task in a fast-paced environment
• Outstanding interpersonal and verbal and written communication skills
• Understanding of title process
• Self-Motivated. Ability to work independently with minimal direct supervision
• Strong analytical, problem solving and mathematical skills to be used in financial counseling and evaluation and interpretation of sophisticated information
• Understanding of mortgage lending and servicing, particularly modifications.
• Outstanding planning skills to balance multiple priorities and deadlines
• Solid understanding of GNMA, USDA and GSE default servicing

Industry Knowledge & Technical Expertise

• Deep understanding of loss mitigation programs (e.g., FHA, VA, USDA, Fannie Mae, Freddie Mac, proprietary mods).
• Familiarity with regulatory requirements (e.g., CFPB, RESPA, HUD guidelines).
• Experience with mortgage servicing platforms (e.g., MSP, BitB, Resolve, LPS).
• Knowledge of investor/insurer guidelines and how they impact workout options and timelines.
• Understanding of partial claims, forbearance, repayment plans, and loan modifications.

Analytical & Problem-Solving Skills

• Ability to analyze loan-level data and identify trends or exceptions.
• Experience with root cause analysis and process improvement.
• Comfort with interpreting financial documents and borrower hardship packages.

Leadership & Team Management

• Proven experience leading high-performing teams in a fast-paced environment.
• Ability to coach and develop staff, especially in regulatory compliance and customer service.
• Strong collaboration skills across departments (e.g., claims, legal, compliance, customer service).

Communication & Customer Focus

• Strong written and verbal communication skills, especially for escalations and investor correspondence.
• Demonstrated customer-centric mindset with a focus on resolution and empathy.
• Ability to translate complex policies into clear guidance for team members and borrowers.

Strategic Thinking & Innovation

• Experience implementing or supporting automation and digital tools in loss mitigation.
• Ability to design and refine processes to improve efficiency and reduce risk.
• Familiarity with scorecarding, KPIs, and performance metrics.

Compliance & Risk Awareness

• Strong understanding of risk mitigation in servicing operations.
• Experience with audit preparation and response (internal, investor, or regulatory).
• Ability to identify and escalate exceptions or potential compliance gaps.

Preferred Qualifications

• 5–10 years of experience in mortgage servicing, with at least 3 in a leadership role.
• Certifications such as Certified Mortgage Servicer (CMS) or FHA DE Certification are advantageous.

Hours and Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday, 8:00am - 5:00pm
• This position is full time in the Glen Allen, VA or Irving, TX office.

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.