Records Management Coordinator

Records Management Coordinator (Mortgage Document Custodian Specialist)

The Records Management Coordinator, also known as the Mortgage Document Custodian Specialist, is responsible for the review, validation, and ongoing management of mortgage collateral documentation to ensure adherence to investor, regulatory, and internal standards. This role is critical to maintaining audit readiness and supporting the integrity of document custody operations through strong procedural governance and control execution.

Key Responsibilities

• Perform detailed reviews of original mortgage collateral documents (e.g., promissory notes, security instruments, assignments, title policies) to confirm completeness, accuracy, and compliance with investor requirements.
• Identify, research, and resolve document exceptions or deficiencies in partnership with internal teams and external vendors.

• Develop, enhance, and maintain standard operating procedures (SOPs) supporting document custody and collateral management processes.
• Ensure procedures are aligned with investor guidelines (e.g., Fannie Mae, Freddie Mac, Ginnie Mae) and internal control standards.
• Partner with leadership to strengthen procedural controls and support ongoing regulatory and audit readiness.

• Maintain accurate tracking and status reporting of collateral documents within custody systems.
• Support document certification activities and investor or internal audit reviews.
• Ensure secure handling, storage, and retrieval of both physical and digital collateral in accordance with control requirements.

• Identify opportunities to streamline document custody workflows and enhance operational efficiency.
• Recommend and implement process improvements that reduce operational risk and improve quality outcomes.

Qualifications

Education

• High school diploma or equivalent required.

Experience

• Minimum of 3+ years of experience in mortgage document custody, collateral review, or related mortgage servicing operations.
• Demonstrated knowledge of mortgage collateral documentation and investor requirements.

Core Skills

• Strong attention to detail with advanced document review and analytical capabilities.
• Experience developing and maintaining operational procedures.
• Proficiency in document management systems and Microsoft Office applications.
• Effective organizational, communication, and problem-solving skills.

Preferred Qualifications

• Experience working with document custodians.
• Familiarity with eVault platforms and MERS.
• Understanding of regulatory frameworks, including CFPB, RESPA, and TILA.
• Notary Public certification is a plus.

Work Schedule

• 40 hours per week
• Monday–Friday, 8:00 AM – 5:00 PM
• Fully on-site in Glen Allen, VA

Pay Transparency

The salary range for this position is $22 - $25 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

Required Skills

• Agility
• Analytical Reasoning
• Branch Banking Operations
• Business Savvy
• Communicating Effectively
• Compliance Management
• Compliance and Controls
• Cross-Functional Collaboration
• Customer Service
• Customer Support Trends
• Customer-Centricity
• Data Gathering and Reporting
• Diversity, Equity, Inclusion, and Belonging (DEIB)
• Fostering Inclusion
• Information Management
• Motivating Others
• Operational Excellence
• Operational Risk
• Personal Initiative
• Problem-Solving
• Process Optimization
• Project Management
• Project Support
• Service Excellence
• Time Management

About Us

Equal Employment Opportunity

Citizens, 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 Employer

Job Applicant Data Privacy Policy

Background Check

Any 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.

Job Info

• Job Identification 47742
• Job Category Servicing & Operations
• Degree Level High School Graduate/GED
• Job Schedule Full time
• Job Shift 1st
• Locations 10561 Telegraph Rd, Glen Allen, VA, 23059, US
• Working Hours 40
• Career Site Category Mortgage