Description Are you passionate about delivering for customers in their most difficult times and making a difference for customers who want to stay in their homes? As the Citizens Home Mortgage Servicing Solutions Manager, you will lead the efforts of 10-15 FTE to drive performance, deliver outstanding customer outcomes, adherence to compliance with regulatory and investor guidelines. In this role, you will play a key role in developing and adherence to operational policies & procedures, ensuring your teams execute accordingly in the system workflow. You will partner with colleagues and leaders across mortgage Loss Mitigation and other functional areas within Default. To thrive in this role, you must be an enthusiastic, dynamic people leader who excels at motivating, coaching, and developing a high performing team and colleagues while delivering strong results for stakeholders/investors and driving a customer-centric culture. 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 Home Mortgage Servicing Solutions Manager , you will: + Evaluate current operations for quality, efficiency, and effectiveness and develop an integrated plan with your manager and business partners to drive continuous improvement. + Drive Front End initiatives related to the beginning of the Loss Mitigation application process.. + Meet or exceed investor performance metrics and expense management /(Over-time). + Be a dynamic, engaging leader who motivates and develops high-performing individuals and foster a culture of performance through accountability, trust, collaboration, and self-reflection. + Review and evidence daily control reporting. + Daily coaching with your team, effectively lead via Talent and Performance Management. + Hold weekly team meetings with outlined agenda, actions, owners, and target dates to complete. + Meet consistently with individual colleagues reporting to you to partner with them on their developmental opportunities, performance, production as outlined in their goals and targets. + Develop monthly goals. + Update monthly reporting as required. + Adherence to daily and monthly Quality Assurance and Quality Control targets + Possess strong knowledge of mortgage investor(Fannie Mae, Freddie Mac, and Ginnie Mae) requirements and metrics. + 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 Loss Mitigation Front End processing. + Be accountable for prioritizing work. + Strong background and experience in with creating ways to optimize 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. + 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 preferred. + 3+ years of experience in Mortgage Loss Mitigation Default/Leadership role, preferably in loss mitigation + Familiar with process management skills, SIPOC, FMEA, Controls, etc. + Familiar with Mortgage Servicing Platforms, MSP, Back In The Black + Experience with: + Mortgage investor, Fannie Mae, Freddie Mac, and Ginnie Mae requirements. + Applying current procedures and technologies to resolve business issues. + Building your knowledge-base and staying current on technical and procedural job components Hours & Work Schedule + Hours per Week: 40hrs + Work Schedule: Full-Time in Office: Schedule Monday through 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 are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. 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. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth 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. 01/31/2025