HM Servicing Ops Team Lead

Citizens Bank•Glen Allen, VA

4d•Onsite

About The Position

The HM Servicing Ops Lead provides operational and analytical support to Default Home Mortgage leadership, with a primary focus on loan modifications and related mortgage default functions. This role supports day‑to‑day execution, monitoring, and issue resolution activities while partnering closely with senior team members and managers. The Ops Lead assists with quality monitoring, basic risk awareness, workflow support, and documentation maintenance. The role requires working knowledge of loss mitigation processes and systems, strong attention to detail, and the ability to escalate issues appropriately.

Requirements

High School Diploma or equivalent required
Basic to intermediate knowledge of mortgage servicing operations, preferably in loan servicing/escrow
Experience supporting operational, QA, or compliance‑related activities
Strong attention to detail and organizational skills
Ability to follow established procedures and controls
Effective written and verbal communication skills
Proficiency in department systems and Microsoft Office applications
Ability to manage multiple tasks and meet deadlines
Customer‑focused mindset
Ability to work independently with guidance and supervision

Nice To Haves

associate degree preferred

Responsibilities

Support business line managers by completing routine and defined operational tasks within assigned loss mitigation functions while maintaining awareness of regulatory and risk considerations.
Research, track, and assist in resolving operational, system, vendor, and customer issues, escalating complex matters as appropriate.
Assist with collecting, validating, and organizing data for operational reports, dashboards, and tracking tools.
Support workflow execution by coordinating with internal partners and vendors in accordance with established procedures.
Identify basic process gaps or inefficiencies and raise observations to leadership for review.
Perform assigned quality reviews and monitoring activities under established QA/QC frameworks.
Accurately document QA/QC findings, exceptions, and errors in accordance with defined standards.
Assist with tracking defects, trends, and related corrective actions.
Support preparation of QA/QC documentation and evidence for internal reviews, audits, or exams as requested.
Maintain awareness of operational, regulatory, and vendor risk and compliance expectations within assigned processes.
Escalate identified risks, control gaps, or adverse trends to management in a timely manner.
Support audit and review activities by gathering documentation, completing follow‑ups, and responding to routine requests.
Collaborate with team members and leaders to review operational and QA/QC exceptions, including participation in discussions to understand findings, trends, and contributing factors.
Engage in process discussions with team members to support root cause analysis of QA/QC exceptions and recurring issues, escalating as appropriate.
Participate in process walkthroughs with peers and senior staff to help identify process gaps, inefficiencies, or control breakdowns.
Share observations and analysis with leadership to support issue resolution and continuous improvement efforts.
Serve as a knowledgeable point of contact for assigned tasks and processes.
Participate in cross‑training and knowledge transfer activities to promote consistency and coverage.
Communicate effectively with peers, managers, vendors, and internal partners to support workflow execution and quality outcomes.
Assist with reviewing and updating operating procedures, job aids, and reference materials to reflect current practices.
Follow documented procedures consistently and provide feedback to leadership when discrepancies are identified.