Home Mortgage Loss Mitigation Single Point of Contact Relationship Senior Specialist

Full-time - Entry Level

Irving, TX

Management of Companies and Enterprises

About the position

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. In this role, you'll play a key part in helping borrowers identify and implement solutions to address financial hardships, all while ensuring compliance with investor and regulatory requirements. If you're a problem-solver with strong communication skills and a passion for making a difference, this may be the perfect opportunity for you!

Responsibilities

• Act as the primary contact for borrowers and approved third parties 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 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.
• 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.

Requirements

• Background in mortgage servicing, with knowledge of default processes and loss mitigation programs.
• Strong oral communication, counseling, and persuasion abilities.
• Proven ability to manage multiple priorities and tasks in a fast-paced, production-driven environment.
• Capacity to make independent decisions and exercise sound judgment.
• Flexibility to handle evolving business needs with a positive attitude.
• Familiarity with digital phone systems and mortgage servicing platforms.
• Experience working with external parties, including attorneys, investors, and vendors.

Nice-to-haves

• Experience as a Single Point of Contact (SPOC) within mortgage servicing.
• Familiarity with Black Knight (BKFS) servicing systems.
• Understanding of agency and investor requirements and regulations.

Benefits

• Competitive Salary
• 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.