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
Sound knowledge of consumer mortgage lending process and workflow
Excellent oral and written communication skills
Organizational, analytical and problem solving skills
Collaborative team partner
PC skills including proficiency in MS Office
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.
Citizens Financial Group, Inc.