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Citizens · 2 months ago

Policy & Procedure Analyst

10561 Telegraph Rd, Glen Allen, VA, 23059, US

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Citizens is a financial institution seeking a Policy and Procedure Analyst for their Mortgage Default team. The role focuses on developing, maintaining, and governing policies and procedures to ensure compliance and operational readiness in Mortgage Default Servicing.

BankingCredit CardsFinancial ServicesFinTechRetail

Responsibilities

Maintain and update policies, procedures, job aids, and workflow documentation for assigned business lines

Ensure all materials are accurate, timely, and aligned with current operational processes, regulatory requirements, and investor expectations

Collaborate with business owners, subject matter experts, and process managers to assess change impacts and ensure alignment across documentation

Create, revise, distribute, activate, or deactivate documents in accordance with Citizens’ policy and procedure governance standards

Partner with SMEs to develop new policies and procedures in support of new product launches, system enhancements, and regulatory and investor updates

Facilitate change control processes, ensuring all materials proceed through review, approval, and publication workflows as required

Partner with risk and control partners to ensure proper evidence of ownership, approval, and version control is maintained

Lead or participate in process mapping and problem-solving sessions to identify efficiency gains, control enhancements, or customer experience improvements

Support communication and change adoption by developing and distributing clear summaries of procedural updates

Facilitate the annual review cycle for assigned procedures and coordinate with business owners and governance teams for timely completion

Serve as a liaison between the Default business line, Risk and Legal to ensure documentation consistency and control alignment

Support internal and external audit, investor, and regulatory exams through the retrieval and validation of applicable procedure/process documentation

Qualification

PolicyProcedure managementBusiness process documentationMortgage servicing knowledgeMicrosoft Office proficiencyRegulatory compliance knowledgeEditing skillsChange managementWriting skillsOrganizational skills

Required

Minimum 2 years of experience in policy and procedure management, business process documentation, or operational risk/governance

Bachelor's degree or equivalent experience

Strong writing and editing skills with the ability to translate technical and operational content into clear, user-friendly documentation

Proficiency in Microsoft Office (Word, Excel, PowerPoint, Visio) and other workflow or document management tools

Demonstrated strong organizational and execution skills with the ability to manage competing priorities and timely deliver results in a high-visibility environment

Preferred

Knowledge of Mortgage Servicing and Default Operations

Familiarity with investor/insurer guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA)

Understanding of banking regulations (CFPB, HUD, GSE servicing standards)

Company

Citizens

Glassdoor3.6

At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.

Founded in 1828

Providence, Rhode Island, USA

10001+ employees