Mortgage Servicing Ops Lead — Modifications & QA

Citizens Bank; Glen Allen (VA); On-site; USD 42,000 - 51,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Retirement benefits

Education reimbursement

Flexible work arrangements

Job summary

Citizens Bank in Glen Allen, VA, seeks an HM Servicing Ops Lead to provide operational and analytical support to Default Home Mortgage leadership. The role focuses on loan modifications, QA/QC, data collection, and issue resolution to help maintain compliant loss mitigation processes.

You will collaborate with senior colleagues, monitor workflows, prepare operational reports and dashboards, and escalate risks as needed while upholding accuracy and regulatory awareness in daily tasks.

Qualifications

• High School Diploma or equivalent required; associate degree preferred.
• Basic to intermediate knowledge of mortgage servicing operations.
• Experience supporting operational, QA, or compliance-related activities.

Responsibilities

• Complete routine operational tasks within loss mitigation functions while maintaining awareness of regulatory and risk considerations.
• Research, track, and resolve operational issues, escalating complex matters as appropriate.
• Assist with collecting, validating, and organizing data for operational reports, dashboards, and tracking tools.
• Support workflow execution by coordinating with internal partners and vendors in accordance with established procedures.
• Identify basic process gaps or inefficiencies and raise observations to leadership for review.

Skills

Attention to detail

Effective communication

Independent worker

Multi-task management

Education

High School Diploma or equivalent

Tools

Mortgage servicing systems

Job description

Citizens Bank in Glen Allen, VA, seeks an HM Servicing Ops Lead to provide operational and analytical support to Default Home Mortgage leadership. The role focuses on loan modifications, QA/QC, data collection, and issue resolution to help maintain compliant loss mitigation processes.

You will collaborate with senior colleagues, monitor workflows, prepare operational reports and dashboards, and escalate risks as needed while upholding accuracy and regulatory awareness in daily tasks.