Policy & Procedure Analyst

Description

The Policy and Procedure Analyst – Mortgage Default is responsible for developing, maintaining, and governing policies, procedures, and knowledge management content that support all facets of Mortgage Default Servicing, including Collections, Loss Mitigation, Foreclosure, Bankruptcy, etc. 

This role ensures that operational documentation remains current, compliant, and aligned with both Citizens’ internal governance standards and external investor/insurer requirements (e.g., Fannie Mae, Freddie Mac, FHA, VA, and USDA). The analyst partners closely with subject matter experts and business leadership to ensure that process documentation accurately reflects business practices and that changes are communicated effectively for adoption across impacted teams.

A strong understanding of mortgage servicing, default operations, and regulatory requirementswill enable the analyst to serve as a trusted partner in ensuring compliance and operational readiness.

Primary responsibilities include

• Maintain and update policies, procedures, job aids, and workflow documentation for assigned business lines.
• Ensure all materials are accurate, timely, and aligned with current operational processes, regulatory requirements, and investor expectations.
• Collaborate with business owners, subject matter experts, and process managers to assess change impacts and ensure alignment across documentation.
• Create, revise, distribute, activate, or deactivate documents in accordance with Citizens’ policy and procedure governance standards.
• Partner with SMEs to develop new policies and procedures in support of new product launches, system enhancements, and regulatory and investor updates.
• Facilitate change control processes, ensuring all materials proceed through review, approval, and publication workflows as required.
• Partner with risk and control partners to ensure proper evidence of ownership, approval, and version control is maintained.
• Lead or participate in process mapping and problem-solving sessions to identify efficiency gains, control enhancements, or customer experience improvements.
• Support communication and change adoption by developing and distributing clear summaries of procedural updates.
• Facilitate the annual review cycle for assigned procedures and coordinate with business owners and governance teams for timely completion.
• Serve as a liaison between the Default business line,  Risk and Legal to ensure documentation consistency and control alignment.
• Support internal and external audit, investor, and regulatory exams through the retrieval and validation of applicable procedure/process documentation.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Minimum 2 years of experience in policy and procedure management, business process documentation, or operational risk/governance.
• Bachelor’s degree or equivalent experience.
• Strong writing and editing skills with the ability to translate technical and operational content into clear, user-friendly documentation.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Visio) and other workflow or document management tools.
• Demonstrated strong organizational and execution skills with the ability to manage competing priorities and timely deliver results in a high-visibility environment. 
• Preferred:
• Knowledge of Mortgage Servicing and Default Operations
• Familiarity with investor/insurer guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA).
• Understanding of banking regulations (CFPB, HUD, GSE servicing standards

Hours & Work Schedule

• Hours per Week: 40, 4 days onsite, 1 day remote

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.