HM Servicing Ops Team Lead

Citizens Bank; Glen Allen (VA); On-site; USD 86,651,000 - 106,626,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Retirement benefits

Maternity/paternity leave

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens Bank is seeking an HM Servicing Ops Lead to provide operational and analytical support for Default Home Mortgage leadership, focusing on loan modifications and related mortgage default functions. The role involves daily execution, monitoring, and issue resolution with senior team collaboration.

Responsibilities include QA/QC, risk awareness, and cross-functional collaboration to improve processes, data quality, and controls.

Qualifications

• High School Diploma or equivalent required; associate degree preferred.
• Basic to intermediate knowledge of mortgage servicing operations, preferably in loan servicing/escrow.
• Experience supporting operational, QA, or compliance-related activities.
• Strong attention to detail and organizational skills.
• Ability to follow established procedures and controls.
• Effective written and verbal communication skills.
• Proficiency in department systems and Microsoft Office applications.
• Ability to manage multiple tasks and meet deadlines.
• Customer-focused mindset.
• Ability to work independently with guidance and supervision.

Responsibilities

• Support loss mitigation operations by completing routine tasks within defined processes.
• Research, track, and resolve operational, system, vendor, and customer issues, escalating complex matters as appropriate.
• Collect, validate, and organize data for operational reports, dashboards, and tracking tools.
• Coordinate with internal partners and vendors to execute workflows according to procedures.
• Identify basic process gaps or inefficiencies and raise observations to leadership.

Skills

Mortgage servicing

QA/Compliance

Attention to detail

Communication skills

Microsoft Office

Multi-tasking

Education

High School Diploma or equivalent

Associate degree preferred

Tools

Mortgage servicing systems

Microsoft Office

Job description

Description

The HM Servicing Ops Lead provides operational and analytical support to Default Home Mortgage leadership, with a primary focus on loan modifications and related mortgage default functions. This role supports day‑to‑day execution, monitoring, and issue resolution activities while partnering closely with senior team members and managers.

The Ops Lead assists with quality monitoring, basic risk awareness, workflow support, and documentation maintenance. The role requires working knowledge of loss mitigation processes and systems, strong attention to detail, and the ability to escape issues appropriately.

Key Responsibilities

Operational & Analytical Support

• Support business line managers by completing routine and defined operational tasks within assigned loss mitigation functions while maintaining awareness of regulatory and risk considerations.
• Research, track, and assist in resolving operational, system, vendor, and customer issues, escalating complex matters as appropriate.
• Assist with collecting, validating, and organizing data for operational reports, dashboards, and tracking tools.
• Support workflow execution by coordinating with internal partners and vendors in accordance with established procedures.
• Identify basic process gaps or inefficiencies and raise observations to leadership for review.

Quality Assurance / Quality Control (QA/QC)

• Perform assigned quality reviews and monitoring activities under established QA/QC frameworks.
• Accurately document QA/QC findings, exceptions, and errors in accordance with defined standards.
• Assist with tracking defects, trends, and related corrective actions.
• Support preparation of QA/QC documentation and evidence for internal reviews, audits, or exams as requested.

Risk Awareness & Issue Escalation

• Maintain awareness of operational, regulatory, and vendor risk and compliance expectations within assigned processes.
• Escalate identified risks, control gaps, or adverse trends to management in a timely manner.
• Support audit and review activities by gathering documentation, completing follow‑ups, and responding to routine requests.

Collaboration, Continuous Improvement & Knowledge Sharing

• Collaborate with team members and leaders to review operational and QA/QC exceptions, including participation in discussions to understand findings, trends, and contributing factors.
• Engage in process discussions with team members to support root cause analysis of QA/QC exceptions and recurring issues, escalating as appropriate.
• Participate in process walkthroughs with peers and senior staff to help identify process gaps, inefficiencies, or control breakdowns.
• Share observations and analysis with leadership to support issue resolution and continuous improvement efforts.
• Serve as a knowledgeable point of contact for assigned tasks and processes.
• Participate in cross‑training and knowledge transfer activities to promote consistency and coverage.
• Communicate effectively with peers, managers, vendors, and internal partners to support workflow execution and quality outcomes.

Procedure & Documentation Support

• Assist with reviewing and updating operating procedures, job aids, and reference materials to reflect current practices.
• Follow documented procedures consistently and provide feedback to leadership when discrepancies are identified.

Required Knowledge, Skills, and Abilities

• High School Diploma or equivalent required; associate degree preferred
• Basic to intermediate knowledge of mortgage servicing operations, preferably in loan servicing/escrow
• Experience supporting operational, QA, or compliance‑related activities
• Strong attention to detail and organizational skills
• Ability to follow established procedures and controls
• Effective written and verbal communication skills
• Proficiency in department systems and Microsoft Office applications
• Ability to manage multiple tasks and meet deadlines
• Customer‑focused mindset
• Ability to work independently with guidance and supervision

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:30 a.m. – 5:00 p.m.

Pay Transparency

The salary range for this position is $30.29 - $37.20 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.