Home Mortgage Loss Mitigation Backend Manager

Are you enthusiastic about helping customers who are experiencing financial hardship? Do you enjoy problem solving and driving meaningful change? Are you looking for the autonomy and support to improve loss mitigation effectiveness and company financial performance? Do you want a role that offers you the chance to drive significant improvements to the bottom line while also delivering for customers? If so, consider joining Citizens Bank’s Home Mortgage Loss Mitigation management team and help lead our team to Operational Excellence.

Leading a team of about 15 direct reports internally/externally, you will shape the business in your leadership of Back-End Loss Mitigation areas for Mortgages and Home Equity products. Working closely with Loss Mitigation strategies, senior management, Product Owners and support teams, you will drive industry-leading loss mitigation strategies, deliver an exceptional customer experience and deliver a sound operational environment.

The Loss Mitigation Back End Manager is responsible for the day to day operation of the department and takes ownership for producing high volume and high-quality work while adhering to investor and regulatory guidelines.

Primary duties/responsibilities

• Primarily responsible for the success of Citizens Bank Loss Mitigation maximize program optimization and performance with a focus on efficiency and customer experience in the backend closing process
• Drive risk and compliance accountability in end to end processes and controls and deliver a sound overall control environment. Proactively identify regulatory, investor financial, operational, reputational and other risk issues; develop remediation plans; and execute to bring issues to closure on time.
• Process/Continuous Improvement: Identify operational improvements using Agile and Lean principles and process automation/digital tools to make improvement in execution a continual focus in day-to-day operation.
• Develop strong industry knowledge and network to benchmark practices and performance vs. industry.
• Implement strong operating rhythms, management routines and reporting to ensure robust engagement, communication, coaching/development, performance monitoring and accountability that will enable the team to win.
• Undertakes special projects related to departmental activities as assigned
• Ensure compliance with all Investor guidelines and quality controls are in place to protect Citizens and its clients
• Vendor Management Oversight of key vendor partnerships
• Effective management of GSE and Government reporting requirements, (Resolve, SMDU/HSSN, etc.)
• Management oversight of Loan Modification document execution
• Supervise department efficiency, pipeline management and processing time frames
• Provide positive ongoing leadership and mentor, including performance measurements, appraisals and other actions impacting employee job related functions
• Maintains, updates and builds process and procedure documentation for the Loss Mitigation team. Continually review and refine processes to ensure efficiency and accuracy
• Advises change within the department. Promotes a demeanor of optimism and progress
• Prepares and presents workflow and results to Senior Management and clients as needed
• Assists in the control of company expenses through intelligent use of funds to resolve accounts and managing staffing and miscellaneous costs
• Review Quality Assurance/Quality Control reports on a daily/weekly basis and remediate deficiencies that are noted
• Respond to internal and external audit findings by preparing formal responses and ensuring remediation of noted issues
• Integrate new tools and vendors to achieve operational excellence goals and improve customer facing processes and touch points for Home Mortgage products

Minimum Requirements

• Minimum 3 years of supervisory/management experience in Loss Mitigation or mortgage operations
• Demonstrated expertise in mortgage default operations and servicing, particularly modifications
• Strong understanding of GNMA, USDA, and GSE default servicing
• Proficient in Microsoft Word and Excel
• Self-motivated with the ability to work independently with minimal supervision

Technical & Industry Knowledge

• Deep knowledge of loss mitigation programs (FHA, VA, USDA, Fannie Mae, Freddie Mac)
• Familiarity with regulatory requirements (CFPB, RESPA, HUD guidelines)
• Experience with mortgage servicing platforms (e.g., MSP, BitB, Resolve, SMDU)
• Understanding of how to read title and what is needed to clear encumbrances 
• Knowledge of investor/insurer guidelines and their impact on workout options and timelines

Analytical & Problem-Solving Skills

• Strong analytical, mathematical, and problem-solving skills
• Ability to analyze loan-level data, identify trends, and conduct root cause analysis
• Experience interpreting financial documents and borrower hardship packages

Leadership & Team Management

• Proven leadership experience in a fast-paced environment
• Lead and oversee pipeline management
• Ability to coach, mentor, and develop staff, especially in compliance and customer service
• Strong collaboration skills across departments (e.g., claims, legal, compliance)

Communication & Customer Focus

• Excellent written and verbal communication skills
• Ability to handle escalations and investor correspondence effectively
• Customer-centric mindset with a focus on resolution and empathy
• Ability to translate complex policies into clear guidance

Compliance & Risk Awareness

• Strong understanding of risk mitigation in servicing operations
• Experience with audit preparation and response (internal, investor, or regulatory)
• Ability to identify and escalate compliance gaps or exceptions

Preferred Qualifications

• 5–10 years of experience in mortgage servicing, with at least 3 in a leadership role
• Certifications such as Certified Mortgage Servicer (CMS) or FHA DE Certification

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday, 8:00am - 5:00pm

This position is full time in the Glen Allen, VA or Irving, TX office.