DescriptionnnAre you passionate about delivering for customers in their most difficult times and making a difference for customers who want to stay in their homes? As the Citizens Home Mortgage Servicing Solutions Manager, you will lead the efforts of 10-15 FTE to drive performance, deliver outstanding customer outcomes, adherence to compliance with regulatory and investor guidelines. In this role, you will play a key role in developing and adherence to operational policies & procedures, ensuring your teams execute accordingly in the system workflow. You will partner with colleagues and leaders across mortgage Loss Mitigation and other functional areas within Default. To thrive in this role, you must be an enthusiastic, dynamic people leader who excels at motivating, coaching, and developing a high performing team and colleagues while delivering strong results for stakeholders/investors and driving a customer-centric culture. In this role at Citizens, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!nnPrimary duties/responsibilitiesnnTo be a successful Home Mortgage Servicing Solutions Manager , you will:nnEvaluate current operations for quality, efficiency, and effectiveness and develop an integrated plan with your manager and business partners to drive continuous improvement.nnDrive Front End initiatives related to the beginning of the Loss Mitigation application process..nnMeet or exceed investor performance metrics and expense management /(Over-time).nnBe a dynamic, engaging leader who motivates and develops high-performing individuals and foster a culture of performance through accountability, trust, collaboration, and self-reflection.nnReview and evidence daily control reporting.nnDaily coaching with your team, effectively lead via Talent and Performance Management.nnHold weekly team meetings with outlined agenda, actions, owners, and target dates to complete.nnMeet consistently with individual colleagues reporting to you to partner with them on their developmental opportunities, performance, production as outlined in their goals and targets.nnDevelop monthly goals.nnUpdate monthly reporting as required.nnAdherence to daily and monthly Quality Assurance and Quality Control targetsnnPossess strong knowledge of mortgage investor(Fannie Mae, Freddie Mac, and Ginnie Mae) requirements and metrics.nnBe a Hands-On Problem Solver and Critical Thinker. Must be ready and able to roll up sleeves and contribute to driving the vision.nnNeed expertise in Mortgage Loss Mitigation Front End processing.nnBe accountable for prioritizing work.nnStrong background and experience in with creating ways to optimize performance and streamline operations.nnExceptional organization and project management skills and the ability to work with various internal stakeholders under tight deadlines.nnStrong presentation, influencing and negotiation skills coupled with advanced MS Office skills.nnExceptional communication skills both written and oral.nnAbility to connect and effectively communicate with people of all levels and functions.nnAble to thrive and prioritize in a constantly changing environment.nnCultivate an environment of continuous innovation that improves process and customer experiences.nnQualifications, Education, Certifications and/or Other Professional CredentialsnnBachelor’s degree preferred.nn3+ years of experience in Mortgage Loss Mitigation Default/Leadership role, preferably in loss mitigationnnFamiliar with process management skills, SIPOC, FMEA, Controls, etc.nnFamiliar with Mortgage Servicing Platforms, MSP, Back In The BlacknnExperience with:nnMortgage investor, Fannie Mae, Freddie Mac, and Ginnie Mae requirements.nnApplying current procedures and technologies to resolve business issues.nnBuilding your knowledge-base and staying current on technical and procedural job componentsnnHours & Work SchedulennHours per Week: 40hrsnnWork Schedule: Full-Time in Office: Schedule Monday through Friday.nnSome 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.nnEqual Employment OpportunitynnAt Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.nnEqual Employment and Opportunity EmployernnCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.nnWhy Work for UsnnAt Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growthnnBackground ChecknnAny offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.nn12/30/2024