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Citizens · 6 hours ago

Home Mortgage Single Point of Contact Relationship Senior Specialist

Irving, TX

Full-time

Onsite

Senior Level

Citizens Bank is seeking a Single Point of Contact (SPOC) Relationship Specialist to serve as the primary liaison for borrowers throughout the default, loss mitigation, foreclosure, and bankruptcy processes. The role focuses on helping borrowers identify and implement solutions to address financial hardships while ensuring compliance with investor and regulatory requirements.

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Responsibilities

Act as the primary contact for borrowers and approved third parties (e.g., investors, attorneys, and trustees) while delivering an exceptional customer experience

Obtain and process required documents for loss mitigation, ensuring accuracy and compliance with investor and regulatory guidelines

Present borrowers with available loss mitigation options, including deferrals, forbearance, loan modifications, partial claims, repayment plans, short sales, or deeds in lieu of foreclosure

Clearly communicate decisions and next steps, including modification approvals or denials, and guide borrowers through alternative solutions when needed

Engage in conversations with borrowers about their financial information, such as debt-to-income ratios, tax records, and personal financial statements, to assess eligibility for solutions

Coordinate with loss mitigation, foreclosure, bankruptcy, loan servicing, and other mortgage operations teams to ensure timely resolution of borrower situations

Hold internal teams accountable for completing tasks and meeting deadlines to maintain compliance and regulatory requirements

Investigate borrower issues, provide updates, and ensure final resolutions are achieved

Communicate and collaborate with mortgage investors to address borrower-specific issues and secure approvals for resolutions

Make inbound and outbound calls to borrowers to provide updates, collect necessary documents, and discuss decisions and next steps

Qualification

Mortgage Servicing ExpertiseCommunication SkillsDecision-Making AbilitiesOrganizational StrengthsTechnical ProficiencyIndustry KnowledgeProfessionalismResearchIssue ResolutionProactive CommunicationRegulatoryInvestor KnowledgeSystems ExperienceAdaptabilityCross-Department Collaboration

Required

Mortgage Servicing Expertise: Background in mortgage servicing, with knowledge of default processes and loss mitigation programs

Communication Skills: Strong oral communication, counseling, and persuasion abilities

Organizational Strengths: Proven ability to manage multiple priorities and tasks in a fast-paced, production-driven environment

Decision-Making Abilities: Capacity to make independent decisions and exercise sound judgment

Adaptability: Flexibility to handle evolving business needs with a positive attitude

Technical Proficiency: Familiarity with digital phone systems and mortgage servicing platforms

Professionalism: Experience working with external parties, including attorneys, investors, and vendors

Preferred

Industry Knowledge: Experience as a Single Point of Contact (SPOC) within mortgage servicing

Systems Experience: Familiarity with Black Knight (BKFS) servicing systems

Regulatory and Investor Knowledge: Understanding of agency and investor requirements and regulations

Benefits

Comprehensive Benefits Package: Medical, dental, vision, and generous paid time off.

401(k) Plan with Corporate Match & Employee Stock Purchase Program

Career Development Opportunities: Grow with a company that values internal promotion and professional development.

Exclusive Employee Discounts: Access to special offers on Citizens Bank products and services.

Company

Citizens

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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