Home Mortgage Servicing Solutions Lead

Citizens Bank; Glen Allen (VA); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Citizens Bank in Glen Allen, VA seeks a HM Serv Solutions Lead to manage all transaction processes and ensure delivery of services, supporting retail operations across the branch network. Key duties include setting up new matters in the Litigation Tracker, tracking cases with monthly updates, researching matters, providing loan-level documents for discovery, and preparing affidavits and discovery papers.

Travel is required.

Qualifications

• 7+ years of default servicing experience required.
• 2+ years of default litigation experience required.
• Strong analytical, problem solving and mathematical skills.
• Understanding and demonstrated ability in mortgage lending and servicing, particularly late-stage collections, loss mitigation, property preservation, and foreclosure.
• Solid understanding of GNMA (FHA/VA/USDA), USDA, GSE default servicing guidelines.
• Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Visio, etc.)
• Organized with excellent communication skills, verbal, and written skills.
• Excellent interpersonal skills and ability to multi-task in a fast-paced environment.
• Self-Motivated. Ability to work independently with minimal direct supervision.

Responsibilities

• Set up new legal matters in the Litigation Tracker spreadsheet.
• Track and update all assigned cases with monthly updates.
• Research matters and provide documentation for discovery.
• Build folders for each matter and loan with all documents.
• Complete affidavits, interrogatories, and discovery documents.
• Escalate potential losses and prepare strategy recommendations.
• Prepare loss event/root cause statements and speak on each matter.
• Attend hearings, conferences, settlements and trials.
• Travel is required.

Skills

Analytical thinking

Problem solving

Mathematical skills

Litigation Tracker

Microsoft Office 365

Communication skills

Multitasking

Self-motivated

Independent work

Tools

Litigation Tracker

Job description

Description

The HM Serv Solutions Lead manages all transaction processes and delivery of services. The incumbent ensures that other retail operations are fulfilled for Citizens.

Primary responsibilities include

• Setup new legal matters in the Litigation Tracker spreadsheet.
• Track, work, monitor and update all assigned cases- there must be monthly updates.
• Research each matter to determine cause, root cause and provide attorney vendors all documentation requested including all loan level support, comments and histories. Provide all documents to support and in response to discovery.
• Build folders for each matter, each loan, to house all documents, correspondence, communications, emails, loan level support and histories as the case proceeds up to and including resolution.
• Complete and review affidavits, interrogatories, and discovery documents.
• Escalate any potential loss to direct management. Prepare recommendations for strategy and resolution.
• Prepare loss event, root cause statements and be able to speak on each matter in the assigned tracker.
• Attend hearings, conferences, settlement cases and trials as needed.
• Travel is required.

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.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Minimum of 7+ years of default servicing experience required
• Minimum of 2+ years of default litigation experience required
• Strong analytical, problem solving and mathematical skills to be used in evaluation and interpretation of sophisticated information.
• Understanding and demonstrated ability in mortgage lending and servicing, particularly late-stage collections, loss mitigation, property preservation, and foreclosure.
• Solid understanding of GNMA (FHA/VA/USDA), USDA, GSE default servicing guidelines.
• Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Visio, etc.)
• Organized with excellent communication skills, verbal, and written skills.
• Excellent interpersonal skills and ability to multi-task in a fast-paced environment.
• Self-Motivated. Ability to work independently with minimal direct supervision.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday
• This is a hybrid position in Glen Allen, VA - 4 days on-site, 1 day remote - TRAVEL REQUIRED

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.