Mortgage Servicing Ops Lead: QA & Efficiency

Citizens; Glen Allen (VA); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Retirement benefits

Parental leave

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens is seeking an HM Servicing Ops Lead in Glen Allen, VA to provide operational and analytical support for loan modifications and mortgage default functions. You will assist with data collection, QA/QC, and process improvements while partnering with senior team members to resolve issues.

The role emphasizes attention to detail, regulatory awareness, and effective communication as you help maintain oversight across loss mitigation tasks and documentation standards.

Qualifications

• High School Diploma or equivalent required; associate degree preferred.
• Basic to intermediate knowledge of mortgage servicing operations, preferably in loan servicing/escrow.
• Experience supporting operational, QA, or compliance–related activities.
• Strong attention to detail and organizational skills.
• Ability to follow established procedures and controls.
• Effective written and verbal communication skills.
• Proficiency in department systems and Microsoft Office applications.
• Ability to manage multiple tasks and meet deadlines.
• Customer‑focused mindset.
• Ability to work independently with guidance and supervision.

Responsibilities

• Support business line managers by completing routine and defined operational tasks within assigned loss mitigation functions.
• Research, track, and assist in resolving operational, system, vendor, and customer 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

Communication skills

Microsoft Office

Organizational skills

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Citizens is seeking an HM Servicing Ops Lead in Glen Allen, VA to provide operational and analytical support for loan modifications and mortgage default functions. You will assist with data collection, QA/QC, and process improvements while partnering with senior team members to resolve issues.

The role emphasizes attention to detail, regulatory awareness, and effective communication as you help maintain oversight across loss mitigation tasks and documentation standards.