Mortgage Loss-Mitigation SPOC Leader

Citizens; Irving (TX); Hybrid; USD 60,000 - 95,000; Full time

Job summary

Citizens Bank in Irving, TX, seeks a Single Point of Contact Relationship Manager to serve as the primary liaison for borrowers through default, loss mitigation, foreclosure, and bankruptcy, ensuring compliance with investor and regulatory requirements.

You will work with teams across mortgage operations to deliver solutions, present mitigation options, and guide borrowers through next steps, with a focus on client outcomes and accuracy.

Qualifications

• Mortgage servicing experience with loss mitigation knowledge.
• Strong communication, counseling, and persuasion abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Independent decision-making and sound judgment.
• Flexible to evolving business needs with a positive attitude.
• Familiarity with mortgage servicing platforms and digital phone systems.
• Experience working with attorneys, investors, and external vendors.

Responsibilities

• Act as the primary contact for borrowers and third parties with exceptional service.
• Obtain and process documents for loss mitigation in compliance with guidelines.
• Present loss mitigation options and guide decisions to next steps.
• Explain modification approvals or denials and alternatives when needed.
• Discuss borrowers' financials to assess eligibility for solutions.
• Coordinate with loss mitigation, foreclosure, bankruptcy, and loan servicing teams.
• Ensure timely resolutions and track deadlines across departments.
• Communicate with mortgage investors to address issues and approvals.

Skills

Mortgage servicing

Communication skills

Organizational skills

Decision making

Adaptability

Technical proficiency

Professionalism

Tools

BKFS

Job description

Citizens Bank in Irving, TX, seeks a Single Point of Contact Relationship Manager to serve as the primary liaison for borrowers through default, loss mitigation, foreclosure, and bankruptcy, ensuring compliance with investor and regulatory requirements.

You will work with teams across mortgage operations to deliver solutions, present mitigation options, and guide borrowers through next steps, with a focus on client outcomes and accuracy.