Description
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 Do
Lead, Develop, and Inspire
Build, coach, and lead a high-performing team with a strong focus on accountability, engagement, and continuous development
Foster a culture of ownership, collaboration, and customer-centric decision making
Set clear expectations and operating rhythms that enable the team to deliver consistent, high-quality results
Drive Operational Excellence (Hands-On Leadership)
Own day-to-day loss mitigation operations, ensuring efficient pipeline management, timely execution, and adherence to investor and regulatory guidelines
Actively identify breakdowns, inefficiencies, and risk points-and personally drive solutions to resolution
Lead continuous improvement efforts using Lean, Agile, automation, and digital tools to improve execution, reduce rework, and enhance customer experience
Risk, Compliance & Governance
Maintain a strong control environment across end-to-end processes, proactively identifying regulatory, investor, operational, and reputational risks
Lead remediation of audit, QA/QC, and compliance findings through timely, sustainable corrective actions
Ensure full compliance with GNMA/FHA, VA, USDA investor guidelines and internal policies
Stakeholder & Vendor Leadership
Serve as a trusted partner to senior leaders, Product Owners, Strategy, Legal, Compliance, Claims, and Accounting teams
Provide oversight and governance for key vendor partnerships, holding partners accountable for performance, risk management, and service delivery
Prepare and present performance metrics, trends, and improvement outcomes to senior management
Operational & Financial Accountability
Oversee investor requirements and loan modification document execution
Manage departmental expenses, staffing, and productivity to achieve strong operational and financial outcomes
Integrate new tools, technologies, and vendors that advance operational excellence and customer outcomes
What We're Looking For
Required Qualifications
5+ years of leadership experience in mortgage Loss Mitigation, with demonstrated ownership of operational results
Strong expertise in loss mitigation programs, including modifications
Proven ability to lead teams in a highly regulated, high-volume servicing environment
Demonstrated willingness to be hands on-personally identifying issues, driving root-cause analysis, and executing solutions
Strong written and verbal communication skills, with the ability to translate complex policy into clear, actionable guidance
Technical & Industry Expertise
Deep knowledge of default servicing regulations (CFPB, RESPA, HUD)
Experience with mortgage servicing platforms such as MSP, BitB, SIP
Strong understanding of investor/insurer guidelines and their impact on workout options and timelines
Ability to interpret title, clearance requirements, and borrower hardship documentation
Analytical & Problem-Solving Skills
Strong analytical mindset with experience reviewing loan-level data, identifying trends, and performing root-cause analysis
Ability to assess risk, evaluate options, and make disciplined decisions in complex situations
Preferred Qualifications
8-10 years of mortgage default servicing experience, including at least 5 years in a leadership role
Professional certifications such as Certified Mortgage Servicer (CMS) or FHA DE Certification
Hours and Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday - 4 days in office - Glen Allen, VA or Irving, TX
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Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
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.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth
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.
