Head of Mortgage Collections

Description

Are you passionate about delivering for customers in their most difficult times and making a difference for customers who want to stay in their homes?  As the Citizens Head of Mortgage Collections, you will lead the efforts of ~100 FTE to drive performance, deliver outstanding customer outcomes, reduce losses and ensure compliance with regulatory and investor guidelines.  In this highly visible role, you will play a key role in developing strategic business plans, operational policies & procedures, and systems to support long-term, strategic objectives.  You will partner with a dedicated strategies team and leaders across mortgage default and consumer collections to drive end-to-end insights and improvements.  To thrive in this role, you must be an enthusiastic, dynamic people leader who excels at motivating, coaching and developing a high performing management team and colleagues while delivering strong results for stakeholders/investors, ensuring compliant processes, and driving a customer-centric culture. In this role at Citizens, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!

Primary duties/responsibilities 

To be a successful Head of Mortgage Collections, you will:

• Evaluate current collection operations for quality, efficiency, and effectiveness and develop an integrated plan with business partners and strategies to drive continuous improvement.
• Drive collections initiatives related to new services and products to deliver collections and customer performance targets. 
• Meet or exceed investor performance metrics, collections plans, and expense plans.
• Be a dynamic, engaging leader who motivates and develops high-performing individuals and foster a culture of performance through accountability, trust, collaboration and self-reflection.
• Develop strong customer listening and complaint root cause analysis to consistently use the voice of customer to improve processes.
• Partner with key support areas (strategies, QC, risk, legal) to drive business initiatives and strategies.
• Possess strong knowledge of mortgage investor(Fannie Mae, Freddie Mac, and Ginnie Mae) collections requirements and metrics.
• Be a Hands-On Problem Solver and Critical Thinker. Must be ready and able to roll up sleeves and contribute to driving the vision.
• Need expertise in Mortgage Default Servicing Operations and solid understanding of collection efforts to counsel customers who are experiencing financial hardship.
• Be accountable for prioritizing work, managing program budget and resource needs.
• Strong background and experience in with creating ways to optimize loss performance and streamline operations.
• Exceptional organization and project management skills and the ability to work with various internal stakeholders under tight deadlines.
• Strong presentation, influencing and negotiation skills coupled with advanced MS Office skills.
• Exceptional communication skills both written and oral.
• Ability to connect and effectively communicate with people of all levels and functions.
• Able to thrive and prioritize in a constantly changing environment.
• Cultivate an environment of continuous innovation that improves process and customer experiences.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Bachelor’s degree
• 15+ years of experience in Mortgage Default / 7+ years in Mortgage Default leadership role, preferably in collections/loss mitigation
• Project Management and process management skills, SIPOC, FMEA, Controls, etc. 
• Familiar with Mortgage Servicing Platforms, MSP, Loansphere, Decisioning tools
• Proven experience with:
  • Mortgage investor, Fannie Mae, Freddie Mac, and Ginnie Mae collections’ requirements.
  • Applying current procedures and technologies to resolve business issues.
  • Building your knowledge-base and staying current on technical and procedural job components
  • Understanding industry best practices and developing peer benchmarking
  • Leveraging data to make business decisions and measure team progress/effectiveness.
  • Supervising the advanced use of requirements analysis tools and services, including prototyping and use-cases
  • Producing detailed functional and information requirements models and documentation

Hours & Work Schedule

• Hours per Week: 40hrs
• Work Schedule: Hybrid schedule: Work in Office 3 days / Monday, Tuesday and Thursday: Work from Home 2 days / Wednesday and Friday

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

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.