HM Loss Mit Sr Spec

Citizens; Glen Allen (VA); On-site; USD 34,000 - 42,000; Full time

Job summary

Citizens is seeking a Mortgage Servicing Specialist to coordinate with mortgage title companies, notaries, and vendors while ensuring compliance with investor and regulatory guidelines. The role requires 2+ years in mortgage servicing, knowledge of mortgage documents, and familiarity with MSP/Fidelity, ALS, and Back in Black systems.

Responsibilities include managing borrower communications through loss mitigation, tracking trial payment plans, and maintaining accurate records in servicing

Qualifications

• High School Diploma or equivalent.
• Minimum 2 years of experience in mortgage servicing and default operations.
• Knowledge of mortgage documents, title insurance, and title vesting.
• Familiarity with MSP/Fidelity, ALS, and Back in Black systems.
• Strong understanding of CFPB, FDCPA, RESPA, ECOA, TCPA, SCRA, and UDAAP regulations.
• Ability to manage multiple tasks in a time-sensitive environment.
• Strong communication, critical thinking, and problem-solving skills.
• Proficiency in Microsoft Office, especially Excel.

Responsibilities

• Manage borrower communication and documentation throughout the final stages of the loss mitigation process.
• Track and monitor trial payment plans and ensure timely issuance of final modification or liquidation documents.
• Ensure internal and external systems are updated accurately based on approved program terms.
• Coordinate with title companies, notaries, and vendors to facilitate document execution and closing.
• Ensure compliance with investor, insurer, and regulatory guidelines.
• Collaborate with internal teams to resolve issues and ensure a seamless customer experience.
• Maintain accurate records and documentation in servicing systems.

Skills

Mortgage servicing

Communication skills

Time management

Problem solving

MSP/Fidelity/ALS/Back in Black systems

Regulatory knowledge (CFPB/FDCPA/RESPA

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

MSP/Fidelity

ALS

Back in Black

Job description

Description

This position requires close coordination with mortgage title companies, mobile notaries, and third-party vendors. The specialist may also engage directly with mortgage insurers (MI), government-sponsored enterprises (GSEs) such as Fannie Mae and Freddie Mac, and federal agencies including HUD, VA, and USDA.

Key Responsibilities:

• Manage borrower communication and documentation throughout the final stages of the loss mitigation process.

• Track and monitor trial payment plans and ensure timely issuance of final modification or liquidation documents.

• Ensure internal and external systems are updated accurately based on approved program terms.

• Coordinate with title companies, notaries, and vendors to facilitate document execution and closing.

• Ensure compliance with investor, insurer, and regulatory guidelines.

• Collaborate with internal teams to resolve issues and ensure a seamless customer experience.

• Maintain accurate records and documentation in servicing systems.

  Qualifications:

  Required:

• High School Diploma or equivalent.

• Minimum 2 years of experience in mortgage servicing and default operations.

• Knowledge of mortgage documents, title insurance, and title vesting.

• Familiarity with MSP/Fidelity, ALS, and Back in Black systems.

• Strong understanding of CFPB, FDCPA, RESPA, ECOA, TCPA, SCRA, and UDAAP regulations.

• Ability to manage multiple tasks in a time-sensitive environment.

• Strong communication, critical thinking, and problem-solving skills.

• Proficiency in Microsoft Office, especially Excel.

  Preferred:

• Bachelor’s degree (preferred)

• Experience working with GSEs and government insurers.

  Hours and Work Schedule

  Hours per Week: 40

  Work Schedule: Monday-Friday in the Glen Allen, VA or Irving, TX office

• Pay Transparency

  The salary range for this position is $24.52 - $30.29 per hour. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

  We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

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.

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.