About the position

Citizens Bank is seeking a Single Point of Contact (SPOC) Relationship Manager 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! What You Can Expect in This Role: Customer-Centric Approach: Field a variety of customer calls with passion and deliver high-quality solutions to assist customers facing financial hardship. Problem-Solving Focus: Offer a wide range of assistance options to meet each customer’s needs and provide suitable repayment solutions. Extensive Training: Benefit from cutting-edge tools, including advanced AI simulations, to prepare for real-world scenarios. Dedicated Support: Work closely with leaders and peers who are committed to helping you succeed. Collaborative Culture: Join a team that values teamwork, growth, and career development. Job Satisfaction: Take pride in producing high-quality work that makes a difference.

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.

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.