Home Mortgage Senior Collections Recovery Manager

Description

In this role, you’ll experience new things, create new opportunities, think beyond your role, and make an impact! As the Collection Recovery Senior Manager, you will supervise a group of collectors as part of a larger unit to meet required business needs and performance measurements. You will play a key role in facilitating business plans, operational policies, procedures, and systems which support your department’s long-term, strategic objectives as well as ensuring that staff are in compliance with these and other business policies. To thrive in this role, you must be a motivated, proactive self-starter who responds positively to requests and has strong communication and interpersonal skills. You will be responsible for setting the standard for creating and maintaining a customer focused, risk-averse operating model for areas of responsibility. In this role at Citizens, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!

Primary duties/responsibilities 

To be a successful Mortgage Collection Recovery Senior Manager, you will also:

• Evaluates current methods of collection operations for quality, efficiency, effectiveness, and cost consideration.
• Supervises collections projects related to new services and products to ensure that specific collection goals are met.
• Engages in efforts to minimize loss and meet assigned collection goals.
• Resolves diverse nonroutine problems that deviate from standard collection policies as they occur.
• Familiar with mortgage investor, Fannie Mae, Freddie Mac, and Ginnie Mae collections’ requirements.
• Partner with Default Servicing Operation Leaders to ensure Default Collections Program delivers on investors’ requirements.
• Be a Hands-On Problem Solver and Critical Thinker. Must be ready and able to roll up sleeves and contribute to driving the vision.
• Need expertise in Mortgage Default Servicing Operations and solid understanding of collection efforts and counsel customers who are experiencing financial hardship.
• Be accountable for prioritizing work, managing program budget and resource needs.
• Work closely with technology, digital, customer experience and Mortgage Default operations team to effectively solicit requirements. 
• Strong background and experience in with creating ways to optimize loss performance and streamline operations.
• Exceptional organization and project management skills and the ability to work with various internal stakeholders under tight deadlines.
• Strong presentation, influencing and negotiation skills coupled with advanced MS Office skills.
• Exceptional communication skills both written and oral
• Ability to connect and effectively communicate with people of all levels and functions.
• Excellent leader - able to motivate and develop high-performing individuals.
• Able to thrive and prioritize in a constantly changing environment.
• Cultivate an environment of continuous innovation that improves process and customer experiences.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Bachelor’s degree
• 7+ years of experience in Mortgage Default operational processes 
• Project Management and process management skills, SIPOC, FMEA, Controls, etc. 
• Familiar with Mortgage Servicing Platforms, MSP, Loansphere, Decisioning tools
• Proven experience with:
  • Mortgage investor, Fannie Mae, Freddie Mac, and Ginnie Mae collections’ requirements.
  • Applying current procedures and technologies to resolve business issues.
  • Building your knowledge-base and staying current on technical and procedural job components
  • Understanding industry best practices and developing peer benchmarking
  • Leveraging data to make business decisions and measure team progress/effectiveness.
  • Supervising the advanced use of requirements analysis tools and services, including prototyping and use-cases
  • Producing detailed functional and information requirements models and documentation

Hours & Work Schedule

• Hours per Week: 40hrs
• Work Schedule: Hybrid schedule: Work in Office 3 days / Monday, Tuesday and Thursday: Work from Home 2 days / Wednesday and Friday

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.