Home Mortgage Loss Mitigation Processor

Citizens Bank; Irving (TX); On-site; USD 34,000 - 42,000; 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 a mortgage servicing specialist to coordinate with title companies, mobile notaries, and third-party vendors through final loss-mitigation stages. You will track payment plans, ensure accurate system updates, and maintain complete documentation in servicing systems.

The role requires knowledge of mortgage documents, title vesting, and CFPB/RESPA regulations, with strong communication and multitasking skills. Office-based in Irving, TX with standard 40-hour weeks.

Qualifications

• High School Diploma or equivalent is required.
• Minimum 2 years of mortgage servicing and default operations experience.
• 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 through the final stages of loss mitigation.
• Track and monitor trial payment plans and issue final modification or liquidation documents.
• Ensure internal and external systems reflect approved program terms.
• Coordinate with title companies, notaries, and vendors for 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

Clear communication

Multitasking

Attention to detail

Customer focus

Education

High School Diploma

Bachelor’s degree (preferred)

Tools

MSP/Fidelity

ALS

Back in Black

Microsoft Excel

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 servicingand 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.