Mortgage Documentation Manager I

Citizens; Glen Allen (VA); On-site; USD 65,000 - 91,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Retirement benefits

Maternity/Paternity leave

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens is seeking an Internal Support Manager I to oversee centralized processes supporting business partners while ensuring compliance and regulatory requirements are met.

You will manage post-closing mortgage servicing activities, MERS, collateral custody, document tracking, and operational research, ensuring accuracy, timeliness, and SLA adherence in a fast-paced environment.

Qualifications

• Strong organizational and time management skills.
• Exceptional attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
• Self-motivated with the ability to work independently and complete assignments with minimal supervision.
• Strong research, analytical, and problem-solving skills.
• Positive, customer-focused mindset and commitment to quality.

Responsibilities

• Manage day-to-day requirements of all direct reports, ensuring SLA adherence and quality.
• Serve as SME on projects introducing new processes in the branch or network.
• Participate in policy construction and document reviews.
• Write communications for internal programs and create guides for colleagues.
• Apply leadership to maintain continuity across Consumer & Business Banking Operations.

Skills

Organizational skills

Time management

Attention to detail

Verbal and written communication

Microsoft Office (Excel, Word, Outlook

Education

Associate Degree

Job description

Description

As the Internal Support Manager I, you will manage key processes designed to support business partners in a centralized environment while ensuring all compliance and regulatory needs are met. Managers of this centralized function are expected to ensure business line efficiency and to minimize risk. The Internal Support Manager I is expected to have a good working knowledge of their department as well as a strong knowledge of the business line policies that align with the internal functions in order to offer strong oversight to the functions performed. is responsible for managing post-closing mortgage servicing activities related to MERS, collateral custody, document tracking, collateral releases, and operational research. This role plays a critical part in ensuring the accuracy, integrity, and timely processing of mortgage documentation while meeting regulatory requirements, investor guidelines, and internal service level expectations.

The ideal candidate is highly organized, detail-oriented, customer-focused, and able to manage multiple priorities in a fast-paced environment.

Primary Responsibilities Include

• Manage the day-to-day requirements of all direct reports which include ensuring processes are followed, procedures are properly designed, and proper SLAs are set. Work is expected to be completed in the appropriate timeframe and the end product is expected to be free from errors. The manager is also expected to identify and address areas of process improvement within the group.
• Serve as a subject matter expert (SME) on projects that offer new processes in the branch or business banking network.
• Participate in the construction of policies, and reviews of any related documents or communications.
• Write communications in support of programs or processes internally which include procedures that govern the internal groups as well as production of guides and awareness information for branch and business banking colleagues.
• Apply leadership skills and partnership to all levels of Consumer & Business Banking Operations Managers including Internal Support Management to keep continuity among groups and an excellent working knowledge of functionality. This includes decision making and stepping into other roles when necessary.

MERS Administration & Exception Management

• Create, track, and resolve assignments within the Mortgage Electronic Registration System (MERS).
• Reconcile daily and monthly MERS exceptions and ensure resolution within required MERS timeframes.
• Identify missing loan documentation and work with internal and external partners to resolve deficiencies.
• Maintain accurate tracking of outstanding assignments and follow-up activities.
• Conduct annual audits with third‑party vendors and support audit‑related inquiries.
• Complete research and quality reviews to ensure compliance with state and investor requirements.

Collateral Release & Custody Management

• Process collateral release requests in accordance with established procedures and document custodian requirements.
• Coordinate with document custodians to obtain released collateral documents for various business purposes and transaction types.
• Monitor and track collateral release requests through completion and confirm receipt of documents.
• Process collateral release amendments, corrections, and reinstatements when required.
• Return collateral files to document custodians for loan reinstatements and ensure proper shipment and delivery confirmation.

Document Tracking & Request Fulfillment

• Manage collateral release and document requests received on a daily, weekly, monthly, semi‑annual, ad hoc, and as‑needed basis.
• Obtain collateral document copies on behalf of business partners and ensure timely delivery.
• Receive, track, and route collateral documents to imaging and other departments in accordance with established procedures.
• Prepare required transmittals, shipping documentation, and FedEx packages following custodian requirements.

Research & Operational Support

• Research and respond to note possession inquiries and collateral‑related requests.
• Support business partners by providing guidance on collateral custody and document management processes.
• Perform research to resolve outstanding collateral exceptions and servicing‑related issues.
• Complete routine and time‑sensitive operational tasks requiring research, critical thinking, and problem‑solving skills.

Reporting & Relationship Management

• Maintain accurate records, tracking tools, and operational reports.
• Prepare and distribute monthly volume and performance scorecards.
• Build and maintain effective working relationships with internal stakeholders, document custodians, vendors, and business partners.
• Support department productivity goals, quality standards, and service level agreements.
• Perform additional departmental and administrative duties as assigned.

Qualifications, Education, Certifications And/or Other Professional Credentials

• Associate Degree
• Knowledge of mortgage servicing and mortgage documentation.
• Prior mortgage loan processing, post‑closing, collateral, document custody, or servicing experience.
• Strong organizational and time management skills.
• Exceptional attention to detail and accuracy.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
• Self‑motivated with the ability to work independently and complete assignments with minimal supervision.
• Strong research, analytical, and problem‑solving skills.
• Positive, customer‑focused mindset and commitment to quality.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday Through Friday 8AM to 5PM

Pay Transparency

The salary range for this position is $65,000 - $91,000 per year. 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