Home Mortgage Government Loss Mitigation Manager

Citizens • Glen Allen, VA

4d • Onsite

About The Position

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 15 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.

Requirements

• 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
• 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
• 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

Nice To Haves

• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed