Mortgage SPOC: Loss Mitigation Solutions Lead

Citizens; Irving (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Citizens Bank seeks a Single Point of Contact (SPOC) Relationship Manager to guide borrowers through default, loss mitigation, foreclosure, and bankruptcy processes. You will coordinate with investors and internal teams to ensure compliant, timely resolutions while delivering excellent customer service.

You will discuss financials, present mitigation options, and work across mortgage operations to secure approvals and communicate decisions effectively.

Qualifications

• Mortgage servicing expertise with knowledge of default processes and loss mitigation programs.
• Strong oral communication, counseling, and persuasion abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Capacity to make independent decisions with sound judgment.
• Flexibility to adapt to evolving business needs.
• Familiarity with digital phone systems and servicing platforms.
• Experience working with external parties such as attorneys or investors.

Responsibilities

• Act as the primary contact for borrowers and approved third parties while delivering an exceptional customer experience.
• Obtain and process required documents for loss mitigation with accuracy and regulatory compliance.
• Present loss mitigation options (deferrals, forbearance, loan modifications, plans) and guide decisions.
• Discuss borrower financials to assess eligibility for solutions.
• Coordinate with loss mitigation, foreclosure, bankruptcy, and servicing teams for timely resolutions.
• Investigate borrower issues, provide updates, and ensure final resolutions.
• Communicate with investors to address issues and secure approvals.

Skills

Mortgage servicing

Communication

Organization

Decision making

Adaptability

Technical proficiency

Professionalism

Job description

Citizens Bank seeks a Single Point of Contact (SPOC) Relationship Manager to guide borrowers through default, loss mitigation, foreclosure, and bankruptcy processes. You will coordinate with investors and internal teams to ensure compliant, timely resolutions while delivering excellent customer service.

You will discuss financials, present mitigation options, and work across mortgage operations to secure approvals and communicate decisions effectively.