Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Home Mortgage Customer Experience Team QC Lead

Expired Job

Citizens Financial Group, Inc. Glen Allen , VA 23058

Posted 2 months ago


This position will serve at the primary QC lead for the Customer Experience Team, which is responsible for responding to all written correspondence received via mail or online secure messaging from customers as well as fulfillment of various tasks based on requests from customers. The primary function of the Consumer Quality Assurance & Control Lead is to ensure Mortgage is in compliance with all applicable regulatory and investor requirements. This position will also be responsible for the development and maintenance of department procedures to ensure all tasks are completed accurately and per regulatory requirements. This role must collaborate with all functions on the team and provided feedback on QC findings.

Primary responsibilities include:

  • Perform quality review on written correspondence

  • Perform quality review on fulfillment requests

  • Perform quality review on secure messages

  • Create standard written correspondence templates

  • Co-owning departmental procedures for updates and annual review

  • Ensure guidelines have been met

  • Review legal documents for accuracy

  • Perform targeted assurance reviews


Required Skills/Experience:

  • Sound knowledge of consumer mortgage lending process and workflow

  • Excellent oral and written communication skills

  • Organizational, analytical and problem solving skills

  • Collaborative team partner

  • Independent worker

  • PC skills including proficiency in MS Office


  • Bachelor's degree or 3 5 years mortgage or QC experience in lieu of degree

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday 8:00 to 5:00

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Home Mortgage Consumer Collections Assistant Manager

Citizens Financial Group, Inc.

Posted 4 days ago

VIEW JOBS 11/16/2018 12:00:00 AM 2019-02-14T00:00 Description Contact Center Team Leader manages the day-to-day activities of a team. Creates/coaches to a customer focused environment that motivates and empowers teams to deliver high quality customer service to increase customer satisfaction and enhance customer relationship. The Contact Center Team Leader is responsible for hiring decisions, performance reviews, and reward and recognition of employees under supervision and assists in the preparation of business plans and goal setting for the unit. Draws attention to and rewards individual and team success. Assists in the preparation of business plans and goal setting for the unit. Analyze and make recommendations to improve productivity while maintaining established goals. Analyzes and prepares reports for management on team goal achievement. Researches and resolves routine operational issues. Responsible for the professional development of a team consisting of multi level agents. Clearly states expectations of excellence in customer service including setting challenging and measurable goals. Leadership Accountabilities: Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan. Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation. Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department SLAs are met and/or exceeded. Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate. Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals. Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives. Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives. Recruitment & Induction: Identify hiring needs and make hiring decisions. Manage the new hire orientation process for new team members. Team Development: Create, plan and implement activities that will support the development of team members. Performance Management: Ensure team meets agreed service levels, Coach and develop staff. Review and follow-up with each individual's performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives). Citizens Financial Group, Inc. Glen Allen VA

Home Mortgage Customer Experience Team QC Lead

Expired Job

Citizens Financial Group, Inc.