Servicing Ops Manager- Document Custodian

Mortgage Document Custody Manager

The Mortgage Document Custody Manager is responsible for the oversight, control, and compliance of mortgage collateral documents for loans serviced and/or owned by the bank. This role ensures adherence to Government-Sponsored Enterprises (GSE's) investor requirements, internal policies, and regulatory standards across document custody operations, including collateral intake, certification, transfers of servicing and custody, lien releases, and audit readiness. The ideal candidate brings deep expertise in Mortgage Document Custody, GSE guidelines, servicing operations, and risk management, with a strong focus on control execution and operational excellence.

Key Responsibilities

• Oversee day-to-day Mortgage Document Custody operations, including receipt, certification, storage, tracking, and release of original Notes, Mortgages, Assignments, and ancillary documents.
• Ensure compliance with Freddie Mac, Fannie Mae, and Ginnie Mae document custody and servicing requirements, including Seller/Servicer Guides and custody handbooks.
• Manage processes related to Transfers of Servicing and Transfers of Custody, including execution and certification of required investor forms (e.g., custodial certifications).
• Partner with Investor Relations, Legal, Servicing, and external Document Custodians to resolve documentation gaps and compliance issues.

Audit, Risk & Quality Control

• Lead preparation for GSE, internal audit, and regulatory exams, including onsite and remote custodial audits.
• Ensure timely remediation of audit findings, exceptions, and control gaps, partner with Risk Management on issue tracking and closure.
• Maintain and enhance Quality Control (QC) programs for document custody activities, including periodic file reviews and control testing.
• Own and maintain custody-related procedures, controls, and documentation to support Business Line Controls, RCSA, and audit readiness.

Operational Leadership

• Manage and develop a team of Document Custody professionals, providing coaching, performance feedback, and cross-training to ensure sustainability and coverage.
• Establish clear ownership, accountability, and escalation paths for custody-related functions.
• Analyze operational trends, exception data, and audit results to identify risks and drive continuous improvement.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Prior experience supporting or leading GSE custodial audits with minimal or no findings.
• Experience with eVault or digital mortgage initiatives preferred.
• Prior leadership experience preferred.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Mon - Fri 8:30am - 5pm fully on site

Required Skills

• Accelerating
• Accountability
• Continuous Improvement
• Curiosity
• Customer Service
• Customer-Centricity
• Data Collection
• Data Processing
• Database Administration
• Document Reproduction
• Document and Records Management
• Filing
• Fostering Inclusion
• Industry Insight
• Motivating Others
• Operational Excellence
• Persistence and Tenacity
• Project Support
• Team Well-Being
• Valuing Diversity and Inclusion
• Work Ethic

About Us

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

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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 46575
• 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