Mortgage SPOC Sr 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

Description

Citizens Bank is seeking a Single Point of Contact (SPOC) Relationship Manager to serve as the primary liaison for borrowers throughout the default, loss mitigation, foreclosure, and bankruptcy processes. In this role, you’ll play a key part in helping borrowers identify and implement solutions to address financial hardships, all while ensuring compliance with investor and regulatory requirements.

If you’re a problem-solver with strong communication skills and a passion for making a difference, this may be the perfect opportunity for you!

What You Can Expect in This Role:

• Customer-Centric Approach: Field a variety of customer calls with passion and deliver high-quality solutions to assist customers facing financial hardship.
• Problem-Solving Focus: Offer a wide range of assistance options to meet each customer’s needs and provide suitable repayment solutions.
• Extensive Training: Benefit from cutting-edge tools, including advanced AI simulations, to prepare for real-world scenarios.
• Dedicated Support: Work closely with leaders and peers who are committed to helping you succeed.
• Collaborative Culture: Join a team that values teamwork, growth, and career development.
• Job Satisfaction: Take pride in producing high-quality work that makes a difference.

Key Responsibilities:

• Customer Relationship Management: Act as the primary contact for borrowers and approved third parties (e.g., investors, attorneys, and trustees) while delivering an exceptional customer experience.
• Documentation and Compliance: Obtain and process required documents for loss mitigation, ensuring accuracy and compliance with investor and regulatory guidelines.
• Solution-Oriented Communication:
  • Present borrowers with available loss mitigation options, including deferrals, forbearance, loan modifications, partial claims, repayment plans, short sales, or deeds in lieu of foreclosure.
  • Clearly communicate decisions and next steps, including modification approvals or denials, and guide borrowers through alternative solutions when needed.
• Financial Discussions: Engage in conversations with borrowers about their financial information, such as debt-to-income ratios, tax records, and personal financial statements, to assess eligibility for solutions.
• Cross-Department Collaboration:
  • Coordinate with loss mitigation, foreclosure, bankruptcy, loan servicing, and other mortgage operations teams to ensure timely resolution of borrower situations.
  • Hold internal teams accountable for completing tasks and meeting deadlines to maintain compliance and regulatory requirements.
• Research and Issue Resolution: Investigate borrower issues, provide updates, and ensure final resolutions are achieved.
• Investor Interaction: Communicate and collaborate with mortgage investors to address borrower-specific issues and secure approvals for resolutions.
• Proactive Communication: Make inbound and outbound calls to borrowers to provide updates, collect necessary documents, and discuss decisions and next steps.

Basic Qualifications:

• Mortgage Servicing Expertise: Background in mortgage servicing, with knowledge of default processes and loss mitigation programs.
• Communication Skills: Strong oral communication, counseling, and persuasion abilities.
• Organizational Strengths: Proven ability to manage multiple priorities and tasks in a fast-paced, production-driven environment.
• Decision-Making Abilities: Capacity to make independent decisions and exercise sound judgment.
• Adaptability: Flexibility to handle evolving business needs with a positive attitude.
• Technical Proficiency: Familiarity with digital phone systems and mortgage servicing platforms.
• Professionalism: Experience working with external parties, including attorneys, investors, and vendors.

Preferred Qualifications:

• Industry Knowledge: Experience as a Single Point of Contact (SPOC) within mortgage servicing.
• Systems Experience: Familiarity with Black Knight (BKFS) servicing systems.
• Regulatory and Investor Knowledge: Understanding of agency and investor requirements and regulations.

Hours and Work Schedule:

• Hours Per Week: 40 hours, 4 days on-site, 1 day remote after 5-6 weeks of training 5 days on-site.
• Work Schedule: Flexible schedules available between 8:00 AM and 8:00 PM.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.