Records Management Coordinator - Mortgage Servicing

Citizens Bank; Glen Allen (VA); On-site; USD 30,000 - 34,000; Full time

Job summary

Citizens Bank is seeking a Records Management Coordinator (Mortgage Document Custodian Specialist) to oversee the review, validation, and custody of mortgage documents at our Glen Allen, VA site. The role ensures adherence to investor guidelines and internal controls, supporting audit readiness and operational integrity.

With 3+ years in mortgage document custody or related servicing operations, you will maintain SOPs, manage custody systems, and drive process improvements while working 40 hours

Qualifications

• High school diploma or equivalent required.
• Minimum of 3+ years in mortgage document custody or related mortgage servicing operations.
• Demonstrated knowledge of mortgage collateral documentation and investor requirements.

Responsibilities

• Collateral Review & Validation: Perform detailed reviews of original mortgage collateral documents to confirm completeness, accuracy, and compliance with investor requirements.
• Procedure Development & Governance: Develop, enhance, and maintain SOPs supporting document custody and collateral management processes.
• Custody Operations & Compliance Oversight: Maintain accurate tracking and status reporting of collateral documents within custody systems.
• Process Improvement & Risk Mitigation: Identify opportunities to streamline workflows and reduce operational risk.

Skills

Attention to detail

Document review

Operational procedures

Communication skills

Education

High school diploma or equivalent

Tools

Document management systems

Microsoft Office

Job description

Description

Records Management Coordinator (Mortgage Document Custodian Specialist)

The Records Management Coordinator, also known as the Mortgage Document Custodian Specialist, is responsible for the review, validation, and ongoing management of mortgage collateral documentation to ensure adherence to investor, regulatory, and internal standards. This role is critical to maintaining audit readiness and supporting the integrity of document custody operations through strong procedural governance and control execution.

Key Responsibilities

Collateral Review & Validation

• Perform detailed reviews of original mortgage collateral documents (e.g., promissory notes, security instruments, assignments, title policies) to confirm completeness, accuracy, and compliance with investor requirements.
• Identify, research, and resolve document exceptions or deficiencies in partnership with internal teams and external vendors.

Procedure Development & Governance

• Develop, enhance, and maintain standard operating procedures (SOPs) supporting document custody and collateral management processes.
• Ensure procedures are aligned with investor guidelines (e.g., Fannie Mae, Freddie Mac, Ginnie Mae) and internal control standards.
• Partner with leadership to strengthen procedural controls and support ongoing regulatory and audit readiness.

Custody Operations & Compliance Oversight

• Maintain accurate tracking and status reporting of collateral documents within custody systems.
• Support document certification activities and investor or internal audit reviews.
• Ensure secure handling, storage, and retrieval of both physical and digital collateral in accordance with control requirements.

Process Improvement & Risk Mitigation

• Identify opportunities to streamline document custody workflows and enhance operational efficiency.
• Recommend and implement process improvements that reduce operational risk and improve quality outcomes.

Qualifications

Education

• High school diploma or equivalent required.

Experience

• Minimum of 3+ years of experience in mortgage document custody, collateral review, or related mortgage servicing operations.
• Demonstrated knowledge of mortgage collateral documentation and investor requirements.

Core Skills

• Strong attention to detail with advanced document review and analytical capabilities.
• Experience developing and maintaining operational procedures.
• Proficiency in document management systems and Microsoft Office applications.
• Effective organizational, communication, and problem-solving skills.

Preferred Qualifications

• Experience working with document custodians.
• Familiarity with eVault platforms and MERS.
• Understanding of regulatory frameworks, including CFPB, RESPA, and TILA.
• Notary Public certification is a plus.

Work Schedule

• 40 hours per week
• Monday-Friday, 8:00 AM - 5:00 PM
• Fully on-site in Glen Allen, VA

Pay Transparency

The salary range for this position is $22 - $25 per hour. Actual pay is based on various factors including, but not limited to the budget, work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

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.