Senior Manager, Home Mortgage Loss Mitigation

Citizens Bank is seeking an experienced Loss Mitigation Leader who thrives in a fast‑paced, regulated environment and brings a strong mix of people leadership, operational expertise, and hands‑on problem solving. This role is ideal for a leader who enjoys rolling up their sleeves, coaching teams to higher performance, and driving meaningful improvements for both customers and the business.In this role, you will lead the day‑to‑day operations of our Loss Mitigation portfolios across mortgage and home equity products. You will manage a team of approximately 36 associates (internal and external), partner closely with Strategy, Product, Risk, Compliance, and Senior Leaders, and take ownership of outcomes—performance, risk, customer experience, and financial results.What You’ll DoLead, Develop, and InspireBuild, coach, and lead a high‑performing team with a strong focus on accountability, engagement, and continuous developmentFoster a culture of ownership, collaboration, and customer‑centric decision makingSet clear expectations and operating rhythms that enable the team to deliver consistent, high‑quality resultsDrive Operational Excellence (Hands‑On Leadership)Own day‑to‑day loss mitigation operations, ensuring efficient pipeline management, timely execution, and adherence to investor and regulatory guidelinesActively identify breakdowns, inefficiencies, and risk points—and personally drive solutions to resolutionLead continuous improvement efforts using Lean, Agile, automation, and digital tools to improve execution, reduce rework, and enhance customer experienceRisk, Compliance & GovernanceMaintain a strong control environment across end‑to‑end processes, proactively identifying regulatory, investor, operational, and reputational risksLead remediation of audit, QA/QC, and compliance findings through timely, sustainable corrective actionsEnsure full compliance with GNMA/FHA, VA, USDA investor guidelines and internal policiesStakeholder & Vendor LeadershipServe as a trusted partner to senior leaders, Product Owners, Strategy, Legal, Compliance, Claims, and Accounting teamsProvide oversight and governance for key vendor partnerships, holding partners accountable for performance, risk management, and service deliveryPrepare and present performance metrics, trends, and improvement outcomes to senior managementOperational & Financial AccountabilityOversee investor requirements and loan modification document executionManage departmental expenses, staffing, and productivity to achieve strong operational and financial outcomesIntegrate new tools, technologies, and vendors that advance operational excellence and customer outcomesWhat We’re Looking ForRequired Qualifications5+ years of leadership experience in mortgage Loss Mitigation, with demonstrated ownership of operational resultsStrong expertise in loss mitigation programs, including modificationsProven ability to lead teams in a highly regulated, high‑volume servicing environmentDemonstrated willingness to be hands on—personally identifying issues, driving root‑cause analysis, and executing solutionsStrong written and verbal communication skills, with the ability to translate complex policy into clear, actionable guidanceTechnical & Industry ExpertiseDeep knowledge of default servicing regulations (CFPB, RESPA, HUD)Experience with mortgage servicing platforms such as MSP, BitB, SIPStrong understanding of investor/insurer guidelines and their impact on workout options and timelinesAbility to interpret title, clearance requirements, and borrower hardship documentationAnalytical & Problem‑Solving SkillsStrong analytical mindset with experience reviewing loan‑level data, identifying trends, and performing root‑cause analysisAbility to assess risk, evaluate options, and make disciplined decisions in complex situationsPreferred Qualifications8–10 years of mortgage default servicing experience, including at least 5 years in a leadership roleProfessional certifications such as Certified Mortgage Servicer (CMS) or FHA DE CertificationHours and Work ScheduleHours per Week: 40Work Schedule: Monday-Friday - 4 days in office - Glen Allen, VA or Irving, TX#LI-Citizens5Equal Employment OpportunityCitizens, 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, 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.Equal Employment and Opportunity EmployerJob Applicant Data Privacy PolicyBackground CheckAny 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.Full timePosting Date: 2026-05-14