Home Mortgage Servicing Solutions Lead

Citizens; Glen Allen (VA); Hybrid; USD 43,000 - 56,000; Full time

Job summary

Citizens is seeking a Serv Solutions Lead to manage all transaction processes and service delivery, ensuring other retail operations are fulfilled. The role requires deep experience in default servicing and litigation, excellent analytical and communication skills, and a strong mortgage lending background.

This hybrid role in Glen Allen, VA involves on-site to remote work and travel as needed. The position emphasizes tracking, documentation, and coordination across cases, with a salary range

Qualifications

• 7+ years of default servicing experience required.
• 2+ years of default litigation experience required.
• Strong analytical, problem solving and mathematical skills.
• Understanding mortgage lending, late-stage collections, loss mitigation, property preservation and foreclosure.
• Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Visio, etc.)
• Excellent communication, verbal and written skills.

Responsibilities

• Setup new legal matters in the Litigation Tracker spreadsheet.
• Track, work, monitor and update all assigned cases with monthly updates.
• Research each matter to determine cause, root cause and provide documentation requested to attorney vendors; include loan level support, comments and histories.
• Build folders for each matter and loan to house all documents and histories as the case proceeds to resolution.
• Complete and review affidavits, interrogatories, and discovery documents.
• Escalate potential losses to direct management and prepare strategy and resolution recommendations.
• Prepare loss event and root cause statements and discuss matters in the tracker.
• Attend hearings, conferences, settlement cases and trials as needed.
• Travel is required.

Skills

Default servicing

Litigation experience

Analytical skills

Mortgage lending knowledge

Communication skills

Problem solving

Tools

Microsoft Office 365

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.

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

Pay Transparency

The salary range for this position is $31.25 - $40.38 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.