Home Mortgage Single Point Of Contact Relationship Specialist

Citizens Financial Group, Inc. Glen Allen , VA 23058

Posted 4 weeks ago

Description

Single Point of Contact Relationship Manager will be responsible for managing the customer relationship through the default process. This role will be the single point of contact primarily assigned to borrowers through the loss mitigation, foreclosure and bankruptcy processes. The SPOC relationship manager will be the liaison between the customer and loss mitigation foreclosure, bankruptcy, loan servicing and any other mortgage operations groups as necessary. The Single Point of Contact Relationship Manager will be responsible for the collection of documents timely to render files facially complete, conducting a review of financial documents received and offer appropriate workout solution, the preparation of and issuing modification documents to borrowers who have been offered a preforeclosure alternative solution. The Single Point of Contact Relationship Manager will also be responsible for reconciling files in various stages of loss mitigation to ensure actions taken have followed Citizens internal SLAs and complaint with Investor guidelines. The SPOC must possess a strong knowledge of Investor and Regulatory guidelines and interact as a liaison with investors on specific loans.

  • Manage day to day work flow through strong prioritization skills

  • Be the primary contact for customers and authorized third parties, such as investors, attorneys, trustees, court representatives while providing exceptional customer experiences.

  • Communicate options and final decisions to borrowers.

  • Communicate modification decisions and if declined, discuss other options

  • Understand and communicate with borrowers on specific financial information including discussing debt to income, tax information and personal financial statements.

  • Hold other departments accountable for completing tasks to meet deadlines

  • Remain current on all default processes and regulatory changes

  • Research all customer issues and providing appropriate resolution

  • Responsible for all documents through intake process and communicating with the borrower both written and orally while meeting timelines set by regulators

  • Provide positive customer experience as the voice of the bank

  • Perform reconciliation process on files received from Front End Fulfillment, Decisioning and Closer/Backend teams to ensure data integrity, accuracy and compliance guidelines are met.

  • Analyze financial information to determine most effective work out strategy

  • Analyze property valuations to determine loss exposure

  • Complete steps within the decisioning process workflow within assigned timelines to ensure maximum customer experience

  • Handle inbound calls from customers with questions related to their specific work out process

  • Ensure all regulatory requirements are met for each account within the work out process

  • Assist management with forecasting pipeline volumes, loan losses, and delinquency based upon closed workouts

  • Ownership and management of individual pipeline to ensure loans are not age. Be able to speak to pipeline sharing opportunities and resolution.

  • Adhere to system documentation policy and procedures to ensure accurate internal and external reporting is accurate

  • Provide positive customer experience as the voice of the bank

Qualifications

  • Knowledge of investor requirements governing mortgage collections and Federal/State laws (e.g. Fair Debt collections act, privacy act, fair lending).

  • Knowledge of Fannie Mae, Freddie Mac, FHA,VA, USDA decisioning preferred

  • Knowledge of MSP, ALS, and FileNet

  • Mortgage/Default, 2+ Years

  • Mortgage Investor 1+ Years

  • Excellent oral communications; counseling and persuasion skills

  • Excellent data entry and typing skills

  • Math aptitude

  • Excellent organization skills

  • Make independent decisions and exercise sound judgment

  • Organized work habits

  • Ability to perform in a production environment and meet monthly operation metric goals

  • Excellent analytical skills

  • High level communications skills when dealing with outside entities

  • Excellent time management skills

  • Goal driven

  • Problem solver (demonstrated analytical / research skills)

  • Strong decision making skills

  • Detail oriented

  • Proficient product and service knowledge

  • Strong written and verbal communication skills

  • Strong organization skills

  • Strong PC Skills

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.


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Home Mortgage Single Point Of Contact Relationship Specialist

Citizens Financial Group, Inc.