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Citizens · 8 hours ago

Head of Property Secured Default Operations

Irving, TX

Full-time

Onsite

Director/Executive

15+ years exp

Citizens is a financial institution focused on providing customer-centric solutions. The Head of Property Secured Default Operations is responsible for leading the development of compliant solutions for customers facing financial hardship, overseeing collections, loss mitigation, and ensuring regulatory compliance while fostering a performance-driven culture.

BankingCredit CardsFinancial ServicesFinTechRetail

Responsibilities

Drive strong operational discipline, oversight and performance culture to minimize losses and maniacally focus on customer engagement to deliver solutions for customers in hardship

Lead a team of ~200 colleagues with ~$35MM budget

Establish key performance metrics and dashboards to manage performance and identify challenges

Build relationships and effectively communicates across departments within Citizens, the investors, and vendor partners to deliver consistent, strong performance while meeting regulatory compliance and strong risk management standards

Support and maintain critical Investor Relationships (Fannie Mae, Freddie Mac, GNMA) in an increasingly complex and demanding environment

Regularly communicate key operational and program performance information to executive leadership, including Product Owners, Risk, Compliance, and Legal partners

Drive a robust vendor partner performance oversight and engagement model to ensure vendor partners deliver strong performance in terms of financial, customer and regulatory aspects

Develop and implement long term long-term strategies, policies and technological advancements to drive efficiency and effectiveness in mortgage default operations

Monitor performance of default operations to ensure compliance with RESPA, FDCPA, Investor guidelines and other regulatory guidance (ex. CFPB highlights). Proactively manage controls, QA/QC and control oversight to self-identify risk issues and have strong risk and control acumen to drive issues to closure through process, control, procedures, training and monitoring for sustainability

Develop and implement policies, procedures and standards, which ensure compliance with all current regulatory and legal obligations. Drive risk accountability at every level: identify regulatory, financial, operational, reputational and other risk issues; develop plans for remediation; and execute across teams spanning multiple business areas

Create strong data systems and analytics to identify root causes of issues with a keen lens on customer and regulatory impact and drive sustainable improvements to remediate identified gaps

Keep current on industry best practices and guidance from the CFPB, OCC, Investors and industry groups

Engage in exams and audits with regulators, internal audit and investors to deliver strong audit results and respond effectively to issues noted

Qualification

Mortgage Default ExperienceGSE Investor KnowledgeLeadership SkillsRegulatory Compliance KnowledgeData AnalyticsProject ManagementCoachingInterpersonal SkillsCommunication SkillsMentoringOrganizational SkillsAdaptability

Required

15+ years of leadership experience is strongly preferred

Leadership experience with Mortgage Default; core servicing experience is also desirable

15 – 20 years of experience in the mortgage industry, preferably with significant experience in a consumer bank

Strong interpersonal, organizational, analytical, decision-making, and communication (both written and oral) skills are required

Absolutely passionate focus on developing people, building teams, driving performance culture and building engagement and excitement at all levels with strong connections to every level of colleague

Strong coaching and mentoring focus and skills to build leadership and bench strength

Exceptional organization and project management skills and ability to manage concurrent deadlines and multiple priorities. Demonstrated experience managing strategic complexity, influencing senior executives, directing and coordinating large and complex initiatives

Flexible/open to change – ability to adapt positively to changing business needs

Experience managing relationships with GSEs (Fannie Mae, Freddie Mac)

Working knowledge of common mortgage systems (MSP, Resolve, SMDU, etc.) and collections technology and channels (dialer, interactive messaging, text, etc.) related technologies: dialer, Verint, workflow tools

Understanding of current OCC / CFPB regulatory environment relating to mortgage default and collections

Strong strategic and critical thinking skills to develop a high-level vision complemented with the ability to dive into detail and roll up your sleeves to drive execution and problem solving

Track record of driving transformational change and continuous improvement to manual operations environments to deliver automation, workflow and efficiency

Bachelor's degree

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