Mortgage Single Point of Contact Relationship Sr Specialist

Citizens Bank
United States
Workplace: HybridFull timeFunction: Banking, Lending & CreditEducation: high_schoolSkills: ["Communication","Problem-solving","Organizational skills","Decision-making","Adaptability"]

Serve as the Single Point of Contact for borrowers throughout default, loss mitigation, foreclosure, and bankruptcy processes. Manage inbound/outbound calls, collect and process documentation, and present repayment and loss-mitigation options such as forbearance, deferrals, loan modifications, partial claims, short sales, and deeds in lieu of foreclosure. Coordinate with loss mitigation and related mortgage operations teams, partner with investors for approvals, and ensure timely, compliant resolutions using specialized servicing platforms and tools.

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Citizens Bank
Citizens Bank
1 day ago

Mortgage Single Point of Contact Relationship Sr Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Serve as the Single Point of Contact for borrowers throughout default, loss mitigation, foreclosure, and bankruptcy processes. Manage inbound/outbound calls, collect and process documentation, and present repayment and loss-mitigation options such as forbearance, deferrals, loan modifications, partial claims, short sales, and deeds in lieu of foreclosure. Coordinate with loss mitigation and related mortgage operations teams, partner with investors for approvals, and ensure timely, compliant resolutions using specialized servicing platforms and tools.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Mid level

Key Responsibilities

  • •Act as primary contact for borrowers and approved third parties, delivering an exceptional customer experience.
  • •Obtain and process required loss mitigation documentation while ensuring accuracy and compliance with investor and regulatory guidelines.
  • •Provide borrowers loss mitigation options (e.g., deferrals, forbearance, loan modifications, partial claims, repayment plans, short sales, deeds in lieu of foreclosure) and clearly communicate decisions and next steps.
  • •Coordinate with loss mitigation, foreclosure, bankruptcy, loan servicing, and other mortgage operations teams to achieve timely resolution.
  • •Investigate borrower issues, provide updates, communicate with mortgage investors for approvals, and ensure final resolutions are completed.

Key Requirements

  • •Background in mortgage servicing, including default processes and loss mitigation programs.
  • •Strong oral communication, counseling, and persuasion skills for customer interactions.
  • •Proven ability to manage multiple priorities in a fast-paced, production-driven environment.
  • •Ability to make independent decisions and exercise sound judgment.
  • •Familiarity with digital phone systems and mortgage servicing platforms; experience working with external parties (attorneys, investors, vendors).
Experience:Mortgage servicingLoss mitigationForeclosureBankruptcyDefault management
Education:High School in High School Graduate/GED
Skills:CommunicationProblem-solvingOrganizational skillsDecision-makingAdaptability
Tech Stack:Black Knight (BKFS)Digital phone systemsMortgage servicing platforms

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