Job Description

The Head of Mortgage Servicing provides executive leadership and strategic direction for all mortgage servicing operations. The role is accountable for operational performance, regulatory compliance, risk management, customer experience, and people leadership across a complex, highly regulated environment including ownership of the servicing operating budget. This leader partners with senior executives, regulators, internal teams, and third parties to deliver compliant, efficient, and customer‑focused servicing while driving automation and continuous improvement.

This role has oversight of all mortgage servicing functions, including Cash, New Loan Setup, Special Loans, Customer Service, Customer Advocacy, Customer Service Communications & Reporting, Mortgage Research & Fulfillment, Lien Release, Escrow Administration, Investor Operations, Investor Reporting, Procedures, Shared Services and Vendor Management.

Responsibilities

Enterprise Leadership & Strategic Thinking

• Establishes and executes the strategic vision for mortgage servicing aligned with enterprise goals, regulatory expectations, and customer outcomes.
• Anticipates industry, regulatory, and operational trends and proactively positions servicing for long‑term success.
• Serves as a trusted advisor to senior leadership on servicing performance, risk posture, and transformation priorities.

Results Orientation & Execution Excellence

• Leads end‑to‑end mortgage servicing operations with a focus on accuracy, timeliness, cost efficiency, and sustainable performance.
• Sets clear performance expectations, monitors outcomes, and drives accountability across all servicing functions.
• Delivers operational results through disciplined execution and continuous improvement.

Risk Management, Audit & Compliance

• Owns the servicing risk and control environment, ensuring compliance with all federal, state, investor, and regulatory requirements.
• Acts as executive owner for audits, regulatory exams, issue management, and remediation activities.
• Embeds a strong compliance culture and ensures corrective actions are timely, effective, and sustainable.

Customer Focus & Advocacy

• Owns the mortgage servicing customer experience, including complaint management, escalations, and regulatory inquiries.
• Ensures customer issues are resolved accurately, empathetically, and within regulatory timelines.
• Uses data, trends, and root‑cause analysis to reduce defects and improve customer outcomes.

Change Leadership & Innovation

• Leads transformation, automation, and digitization initiatives to improve scalability, quality, and efficiency.
• Sponsors enterprise and cross‑functional initiatives that modernize servicing operations.
• Guides teams through change, portfolio transitions, and operating model evolution in dynamic environments.

Collaboration & Influence

• Builds strong partnerships with internal stakeholders, including Risk, Legal, Compliance, Technology, Finance, and Origination.
• Collaborates effectively with regulators, investors, vendors, and third‑party partners.
• Influences across organizational boundaries to achieve shared outcomes.

Vendor & Third‑Party Management

• Provides executive oversight of servicing vendors and third‑party relationships.
• Ensures vendor performance aligns with service levels, compliance standards, and risk management expectations.
• Leads vendor governance, performance reviews, and contract optimization.

People Leadership & Talent Development

• Leads, develops, and inspires leaders and colleagues.
• Builds leadership capability, succession readiness, and a diverse talent pipeline.
• Fosters a culture of accountability, engagement, collaboration, and continuous improvement.

Required Qualifications

• Deep expertise in mortgage servicing operations within a regulated financial institution.
• Strong knowledge of mortgage origination, post‑closing, and end‑to‑end loan lifecycle.
• Demonstrated leadership in risk management, regulatory compliance, and audit remediation.
• Proven ability to lead large, complex organizations and drive change at scale.
• Exceptional executive communication, influence, and stakeholder‑management skills.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F

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Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

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