Product Owner- Mortgage Servicing

Description

Description

We are seeking a strategic and customer-focused Product Owner with deep expertise in Mortgage Servicing across both front office (customer-facing channels) and back office (operations and servicing platforms) within the consumer banking sector. In this role, you will support the end-to-end experience including customer care, cash management, paid loan processing, escrow administration, special loans, investor operations, MERS management, vendor management, default management, and more. 

This is a cross-functional role requiring strong coordination between product, technology, risk, operations, analytics, and compliance teams. You’ll drive both customer experience and operational efficiency by enhancing tools, workflows, and platforms used by customers and internal users.

Key Responsibilities:

• Work with Neighborhood Leaders to continuously prioritize and refine the product backlog using quantitative and qualitative techniques to ensure that the most valuable work is delivered first.
• Decompose vision into minimal viable product sets of feature and stories into a prioritized product backlog.
• Define and deliver solutions that streamline end-to-end servicing lifecycle.
• Translate regulatory, operational, and customer needs into epics, user stories, and clear acceptance criteria.
• Partner with servicing & default operations, fraud, risk, compliance, legal, and contact center teams to ensure regulatory adherence.
• Work closely with technology teams to deliver iterative product enhancements via Agile methodologies.
• Use data and customer feedback to continuously improve product performance and customer experience.
• Support incident triage and production issues related to mortgage servicing tools and workflows.
• Ability to understand, read and analyze team results and Agile metrics to effectively communicate progress on product roadmap against the mission and OKRs.
• Serve as the agile pod team’s primary escalation point for challenges and roadblocks using Agile methodologies.
• Be accountable for developing plans with timelines and milestones for each deliverable, including detailed work backlog and resource requirements.
• Champion change within the organization and inspire partners across business and technology to adopt new capabilities in the mortgage servicing space.

Front Office (Customer-Facing Experience):

• Collaborate with strategic vendors, UX/UI teams, and platform teams to design and refine customer service portals.
• Implement enhancements that reduce servicing use case cycle time and increase self-service resolution rates.
• Ensure alignment with digital banking features.

Back Office (Operations & Internal User Tools):

• Lead the design and optimization of back-office functions in the servicing platforms.
• Define requirements for workflows including lien release, payment processing, MERS registration, complaint handling, document management, charge-offs, investor accounting and reporting, etc.
• Collaborate with operations teams to identify automation opportunities throughout servicing and default.
• Support integration with third-party systems (e.g., ICE/MSP, CoreLogic, Bitb, Investor Sites, core banking systems, payment processors, IVR, etc.).
• Ensure all tools and workflows comply with investor and insurer guidelines, Reg X, Reg Z, NACHA, UDAAP, SCRA, FCRA, MERS, and internal risk policies.

Qualifications: Required:

• 3–5+ years of experience as a Product Owner or Product Manager in consumer banking or financial services.
• Demonstrated experience with mortgage servicing processes across both customer-facing and operational environments.
• Strong understanding of Mortgage Servicing and Default regulations.
• Experience leading complex solution implementations using waterfall methodology. 
• Experience delivering products within Agile/Scrum frameworks using tools like Jira and Confluence.
• Exceptional communication skills and ability to manage cross-functional stakeholders.

Preferred:

• Experience with mortgage servicing and default platforms (e.g., MSP, LoanSphere, Televoice, LiveVox, Back in the Black (Bitb-Loss Mit).
• Familiarity with AI/ML, GenAI use cases with practical applicability in the Mortgage Servicing space.
• Agile/PMP/Lean Six Sigma certification (CSPO, SAFe PO/PM, PMP, Black Belt), and/or experience.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - 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

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.