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Home Mortgage Loss Mitigation Back End Specialist

Customer Service and Call Center

Glen Allen, Virginia


The Backend Fulfillment role will be responsible for managing the customer relationship throughout the modification and pre-foreclosure liquidation close out process.  Backend Fulfillment is primarily responsible for communicating and tracking borrower trial payments through the completion of the retention modification process in addition to drafting and issuing final modification documents and/or pre-foreclosure liquidation collateral documents. In addition to the customer the Backend Fulfillment teammate will work closely with mortgage title companies, mobile notaries and settlement agents to provide  guidance on next steps on approved borrower workout resolutions.  The Backend Fulfillment role may have regular direct contact with the MI companies, GSEs such as Fannie Mae/Freddie Mac and Insurers such as HUD and USDA.

  • Mortgage /Default experience or Loan Closing experience 2+ years
  • Knowledge of mortgage documents, title insurance and title vesting
  • Working knowledge of MSP/Fidelity, ALS, Back in Black (preferred)
  • Strong knowledge of Mortgage Agency/Insurer and Regulatory  guidelines
  • Working knowledge of CFPB, FDCPA, RESPA, ECOA, TCPA, SCRA and UDAAP
  • Ability to track multiple tasks
  • Strong negotiation skills and ability to work independently in a time sensitive environment
  • Demonstrate high level communication and phone skills
  • Problem solver (demonstrated analytical / research skills)
  • Strong PC Skills
  • ​High School or Equivalent (Required)
  • Bachelor Degree, Preferred

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday

This is an in office position 5 days a week

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.

View Benefits

Awards We've Received


FORTUNE’s World’s Most Admired Companies


Human Rights Campaign Corporate Equality Index 100 Award


Military Friendly® Employer


Age-Friendly Institute's Certified Age-Friendly Employer


Bloomberg Gender Equality Index, Standout


Dave Thomas Foundation’s Best Adoption-Friendly Workplace


Top Regional Company for Diversity


Forbes America's Best Large Employers


National Organization on Disability's Leading Disability Employer