Mortgage SPOC & Loss Mitigation Specialist

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

Job summary

Citizens Bank seeks a Single Point of Contact (SPOC) Relationship Manager to serve as the primary liaison for borrowers through default, loss mitigation, foreclosure, and bankruptcy processes, ensuring compliant, borrower-centric solutions.

You will collaborate with loss mitigation teams and investors, present options such as deferrals and loan modifications, and guide borrowers through resolution steps. Extensive training and use of mortgage servicing tools support timely actions.

Qualifications

• Mortgage servicing expertise and knowledge of default processes and loss mitigation programs.
• Strong oral communication, counseling, and persuasion abilities.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Ability to make independent decisions with sound judgment.
• Flexible attitude to evolving business needs.
• Familiarity with mortgage servicing platforms and digital systems.

Responsibilities

• Act as the primary contact for borrowers and approved third parties (investors, attorneys, trustees) 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, repayment plans) and guide borrowers through next steps.
• Engage in conversations about financial information to assess eligibility for solutions.
• Coordinate with loss mitigation, foreclosure, bankruptcy, loan servicing, and other mortgage operations teams to ensure timely resolutions.
• Investigate borrower issues, provide updates, and ensure final resolutions are achieved.
• Communicate with mortgage investors to address borrower issues and secure approvals for resolutions.

Skills

Mortgage servicing experience

Communication skills

Organizational skills

Decision making

Adaptability

Technical proficiency

Professionalism

Tools

BKFS (Black Knight)

Job description

Citizens Bank seeks a Single Point of Contact (SPOC) Relationship Manager to serve as the primary liaison for borrowers through default, loss mitigation, foreclosure, and bankruptcy processes, ensuring compliant, borrower-centric solutions.

You will collaborate with loss mitigation teams and investors, present options such as deferrals and loan modifications, and guide borrowers through resolution steps. Extensive training and use of mortgage servicing tools support timely actions.