Home Mortgage Loss Mitigation Processor

We are seeking an experienced Loss Mitigation Closing & Fulfillment Specialist to manage the final stages of the mortgage loss mitigation process after a borrower has been approved for a loan modification or other home-retention or liquidation option.

In this role, you will help move approved loss mitigation solutions through document preparation, borrower execution, closing, system updates, and final completion. You will monitor trial payment plans, coordinate with title companies, mobile notaries, and third-party vendors, and ensure each loan is completed accurately and within applicable investor, insurer, agency, and regulatory requirements.

This opportunity is well suited for someone with experience in loss mitigation processing, loan modification closing or booking, default servicing, mortgage title, document preparation, or post-decision loss mitigation operations.

You may work with conventional and government-insured or guaranteed loans, including programs associated with Fannie Mae, Freddie Mac, FHA/HUD, VA, and USDA.

What You’ll Do

• Manage approved loss mitigation loans through the final documentation, execution, closing, and completion stages.
• Communicate with SPOC team regarding trial payment requirements, final documents, signatures, notarization, outstanding items, and next steps to communicate with customer.
• Monitor trial payment plans and other approval conditions to ensure loans progress within required timelines.
• Prepare, issue, or coordinate final loan modification and liquidation documents based on approved program terms.
• Review documents for accuracy, completeness, proper execution, notarization, title vesting, and compliance with approval terms.
• Coordinate document execution and closing activities with mortgage title companies, mobile notaries, attorneys, and third-party vendors.
• Update mortgage servicing, workflow, investor, and vendor systems accurately based on approved loss mitigation terms.
• Research and resolve document, title, system, payment, or closing discrepancies that could delay completion.
• Track outstanding documents, vendor activity, title requirements, and recording status through final resolution.
• Maintain clear and accurate loan-level notes, documentation, status updates, and audit trails in the servicing system.
• Partner with Loss Mitigation Underwriting/Decisioning, Front End Processing, Customer Contact, Foreclosure, Bankruptcy, Escrow, Cash, and other servicing teams to resolve exceptions.
• Ensure work complies with applicable investor, mortgage insurer, government agency, regulatory, and internal requirements.
• Identify aging items and potential deadline risks, escalate concerns appropriately, and take ownership of issues through resolution.
• Support a consistent and positive borrower experience during the final stages of the loss mitigation process.

Required Qualifications

• High school diploma or equivalent.
• At least two years of experience in mortgage servicing, default servicing, loss mitigation, foreclosure, bankruptcy, mortgage closing, title, or a closely related function.
• Experience reviewing mortgage documents for accuracy and completeness.
• Working knowledge of mortgage title, title insurance, vesting, document execution, and notarization requirements.
• Ability to manage a pipeline or work queue with competing deadlines and follow-up requirements.
• Strong attention to detail and the ability to identify and resolve discrepancies before completion.
• Strong written and verbal communication skills, including the ability to communicate clearly with borrowers, vendors, and internal business partners.
• Sound critical-thinking, research, and problem-solving skills.
• Ability to work independently while collaborating effectively across multiple departments.
• Proficiency with Microsoft Outlook, Word, and Excel.

Preferred Qualifications

• Direct experience with loss mitigation processing, loan modification document preparation, modification closing, modification booking, or post-decision fulfillment.
• Experience supporting one or more of the following portfolios or programs: 
  • Fannie Mae
  • Freddie Mac
  • FHA/HUD
  • VA
  • USDA
• Experience using MSP/Fidelity or a comparable mortgage servicing platform.
• Experience using ALS, Back in Black, or similar default-management and workflow systems.
• Experience coordinating with title companies, mobile notaries, document vendors, attorneys, or recording vendors.
• Familiarity with mortgage servicing requirements related to RESPA, ECOA, FDCPA, TCPA, SCRA, UDAAP, and CFPB servicing rules.
• Experience handling title, documentation, payment, servicing-system, or investor-reporting exceptions.
• Bachelor’s degree or equivalent additional mortgage-servicing experience.

What Success Looks Like

A successful colleague in this role:

• Moves approved loss mitigation solutions to completion accurately and on time.
• Maintains clear and complete loan documentation.
• Recognizes discrepancies before they create borrower, investor, regulatory, or financial risk.
• Follows outstanding items through resolution rather than simply transferring the issue.
• Communicates effectively with borrowers, vendors, and internal partners.
• Balances productivity with accuracy, compliance, and customer experience.
• Becomes a dependable resource for complex loan modification and closing questions.

Work Location and Schedule

• Locations: Glen Allen, Virginia or Irving, Texas
• Schedule: Monday through Friday
• Hours: 40 hours per week
• Work arrangement: In office

Pay Transparency

The salary range for this position is $24.52 - $30.29 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 .