Coll & Default Strat Prof

Citizens Financial Group•Glen Allen, VA

7d•Hybrid

About The Position

The Home Mortgage Default Claims QA/QC, Loss Analysis, Reporting & Analytics Lead is responsible for overseeing reporting, analytics, quality assurance (QA), quality control (QC), and loss analysis activities that support Home Mortgage Default Claims Operations. This role performs complex operational, financial, investor, insurer, and regulatory analysis to identify trends, risks, control weaknesses, financial impacts, and opportunities for process improvement. The position serves as a strategic business partner to the Default Claims, Default Cash Operations, Investor Reporting, Loss Mitigation, Foreclosure, Bankruptcy, Risk, Compliance, Audit, and Technology teams by delivering actionable insights, performance reporting, quality oversight, and data-driven recommendations that support operational effectiveness, financial performance, and regulatory compliance.

Requirements

Minimum 5 years of mortgage servicing operations experience.
Experience in Default Claims, Reporting & Analytics, QA/QC, Loss Analysis, Investor Reporting, or Default Servicing Operations.
Strong knowledge of Foreclosure, Loss Mitigation, Bankruptcy, Collections, Claims, and investor/insurer servicing requirements.
Proficiency in MSP, LoanSphere Claims, investor portals, and other mortgage servicing systems.
Advanced analytical, critical-thinking, and problem-solving skills.
Experience developing dashboards, KPIs, scorecards, executive reporting, and trend analysis.
Advanced Microsoft Excel proficiency with strong Word and PowerPoint skills.
Strong organizational, communication, project management, and presentation skills.

Nice To Haves

Experience with reporting automation, data management, AI business intelligence, and analytics platforms.
Experience leading operational reporting, quality programs, loss analysis, or process improvement initiatives.
Knowledge of FNMA, FHLMC, FHA, VA, USDA, MI, and private investor claims requirements.
Bachelor's Degree preferred.
Equivalent combinations of education and directly related mortgage servicing experience may be considered.
Professional certifications in Analytics, Project Management, Quality Assurance, Risk Management, Mortgage Servicing, Lean, or Six Sigma are a plus.

Responsibilities

Perform QA/QC reviews to ensure claim accuracy, compliance, timeliness, and operational effectiveness.
Develop and maintain quality metrics, scorecards, monitoring tools, and oversight reporting.
Identify recurring defects, control gaps, compliance risks, and process improvement opportunities.
Provide feedback and recommendations to improve quality performance and reduce operational risk.
Perform loss and recovery analysis for investor, insurer, agency, and mortgage insurance claims.
Evaluate claim curtailments, denials, deficiencies, shortages, loss exposure, and recovery opportunities.
Recommend strategies to reduce losses, maximize recoveries, and improve claim execution.
Prepare financial impact assessments and loss analysis reporting for leadership.
Develop and maintain weekly, monthly, quarterly, and ad hoc operational and executive reporting.
Create dashboards, KPI scorecards, SLA reporting, aging reports, exception reporting, and executive summaries.
Analyze operational performance, claim recoveries, curtailments, denials, deficiencies, and loss trends.
Conduct root cause analysis and identify opportunities to improve processes, controls, efficiencies, and recoveries.
Analyze operational data and documentation to ensure compliance with investor, insurer, regulatory, and internal requirements.
Monitor adherence to SLAs, policies, procedures, business controls, and regulatory standards.
Support audit readiness, risk management activities, issue remediation efforts, regulatory examinations, and control testing.
Participate in process improvement initiatives, automation efforts, system enhancements, and other strategic operational projects.