HM Servicing Ops Team Lead

Citizens Bank
United States
Full timeFunction: Administration & Executive AssistanceEducation: high_schoolSkills: ["Analytical reasoning","Building relationships","Business relationship management","Business savvy","Customer service"]

Provide operational and analytical support for default home mortgage servicing, with a focus on loan modifications and related loss mitigation activities. Execute day-to-day operational tasks, monitor processes, research and escalate operational/system/vendor/customer issues, and support quality reviews under QA/QC frameworks. Collect and validate data for operational reporting, assist with documentation and audit support, and partner with managers and senior team members on continuous improvement and knowledge sharing.

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FursaFursa
Citizens Bank
Citizens Bank
2 days ago

HM Servicing Ops Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Provide operational and analytical support for default home mortgage servicing, with a focus on loan modifications and related loss mitigation activities. Execute day-to-day operational tasks, monitor processes, research and escalate operational/system/vendor/customer issues, and support quality reviews under QA/QC frameworks. Collect and validate data for operational reporting, assist with documentation and audit support, and partner with managers and senior team members on continuous improvement and knowledge sharing.
Location: United States
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Provide operational and analytical support to default home mortgage leadership for loan modifications and related mortgage default functions.
  • •Support routine loss mitigation operational tasks while maintaining awareness of regulatory and risk considerations.
  • •Research, track, and help resolve operational, system, vendor, and customer issues; escalate complex matters as appropriate.
  • •Perform assigned QA/QC monitoring and quality reviews, documenting findings and supporting tracking of defects, trends, and corrective actions.
  • •Assist with data collection and validation for operational reports/dashboards, and support documentation maintenance, audits, and follow-ups.

Key Requirements

  • •High school diploma or equivalent required; associate degree preferred.
  • •Basic to intermediate knowledge of mortgage servicing operations (preferably loan servicing/escrow).
  • •Experience supporting operational, QA, or compliance-related activities.
  • •Strong attention to detail and organizational skills; ability to follow established procedures and controls.
  • •Effective written and verbal communication; proficiency with department systems and Microsoft Office applications.
Education:High School
Skills:Analytical reasoningBuilding relationshipsBusiness relationship managementBusiness savvyCustomer service
Languages:US
Tech Stack:Microsoft Office

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website