Home Mortgage Pricing Oversight Manager

Citizens Bank•Johnston, RI

8d•$73,000 - $90,000•Hybrid

About The Position

We are seeking a dedicated individual to lead the Mortgage Pricing Oversight team, contributing their talents to supporting Mortgage Loan Officers and Private Bank Relationship Managers in making customers’ dream of home ownership possible. In this role, you will manage a team of Business Support Consultants who engage daily with sales, operations, capital markets and senior leaders during the mortgage originations process to ensure loans are priced correctly and competitively. This team often is responsible for very time sensitive work so we expect adherence to pre-defined SLAs, while maintaining strong quality. You should be able to lead a team with confidence, communicate well with others, have a strong attention to detail, and be comfortable raising objections. Not only will you manage the team and day-to-day execution, but we ask that you also bring a fresh perspective and have a mindset of continuous improvement to make our business even better.

Requirements

Excellent verbal/written communication
Proficiency with MS Office products (particularly Excel)
Self-starter with ability to work independently
Proven ability to build relationships and work across many teams
High School Degree or relevant experience

Nice To Haves

Experience in Mortgage (particularly pricing)
Experience with Empower

Responsibilities

Owning all pricing discount programs:
Define program parameters.
Provide guidance to team members, sales, operations, and capital markets .
Manage all related policies and procedures.
Review and decision any policy exceptions in a fair and consistent manner.
Work with the Mortgage Analytics team to monitor program performance and recommend changes as needed.
Managing a team that processes (including personally executing these tasks as needed)
Pricing Exception requests from customers/sales (i.e., customer requests that we match a rate from a competitor). This work includes reviewing rate/point calculations, assessing eligibility, facilitating approval, and updating loan pricing.
Process Relationship Pricing request from customers/sales (i.e., customer requests a rate discount for bringing $X in deposits/investments). This work includes reviewing account and asset details, assessing eligibility, confirming discount levels, and updating loan pricing. We have multiple programs at Citizens so this role must be able to recognize program applicability based on a customer’s situation.
Process Post-Closing Loan Modification requests from customer/sales. This work includes validating customer eligibly and then working with sales and servicing to modify their mortgage loan.
Monitor colleague adherence to policies and raise concerns to leadership. The mortgage industry is incredibly regulated so we must ensure consistent and fair treatment for customers.
Work collaboratively with other members of the Pricing Oversight team to manage incoming requests and loan balance work amongst each other.
Accurately track/log all request details (requests, loan details, approval decisions, exceptions, etc.)
Partner with others on the team to manage multiple mailboxes in Outlook and ensure no requests fall through the cracks.
Build new processes for other discount programs as the team takes on additional responsibilities (ACH, Coupon Programs, Corporate Affinity, etc.)
Drive a mindset of continuous improvement to make the team and our processes more efficient overtime.
Lead the implementation of these programs into the new Mortgage Product and Pricing Engine coming in 2026.
Be an advocate for colleague development; hiring top talent and helping your team grow as professionals.