Job Description

Are you passionate about delivering an exceptional customer experience, driving performance, and ensuring quality and compliance? As a Mortgage Collections Servicing Manager, you’ll play a critical role in ensuring our third‑party mortgage servicing partners deliver high-quality, compliant, and customer‑focused collections support. In this role, you’ll serve as a key liaison between our organization and external loan servicing vendors, overseeing performance, quality, and regulatory adherence while helping shape a positive experience for customers navigating challenging financial moments. Your work directly supports our mission to protect our brand, meet regulatory expectations, and help customers stay in their homes whenever possible. This is a great opportunity for someone who enjoys partnering with vendors, diving into quality and process improvement, and balancing regulatory rigor with a strong customer‑centric mindset.

What you’ll do:

• Partner closely with third‑party mortgage collections vendors to monitor performance, quality, and compliance with contractual and regulatory requirements.
• Conduct quality control reviews of calls, documentation, and servicing activities to identify trends, gaps, or risks.
• Collaborate with vendors to discuss findings, recommend improvements, and drive corrective actions through resolution.
• Work cross‑functionally with Risk Management, Vendor Managers, and internal leaders to identify root causes, develop corrective action plans, and track progress.
• Help elevate the customer experience by ensuring vendor interactions are professional, compliant, and aligned with internal servicing standards.

Why this role matters:

• You’ll have a direct impact on customer outcomes, regulatory compliance, and brand reputation.
• You’ll work in a highly collaborative environment with visibility to senior stakeholders.
• You’ll contribute to meaningful work focused on foreclosure prevention and customer advocacy.

Key Responsibilities:

• Oversee third-party vendors performing mortgage servicing and collections to ensure quality, compliance, and SLA adherence.
• Conduct quality control reviews of calls, documentation, and account handling against regulatory, investor, and internal standards.
• Lead regular vendor performance and quality reviews; monitor metrics and drive accountability.
• Ensure vendor interactions deliver compliant, empathetic, and brand-positive customer experiences focused on loss mitigation and foreclosure prevention.
• Partner with Risk Management and Vendor Managers to identify root causes, develop corrective action plans, and track resolution.
• Analyze trends, recommend process improvements, and proactively enhance vendor and servicing performance.
• Prepare and distribute quality dashboards and performance reporting to internal stakeholders.
• Support vendor invoice reconciliation, compliance training tracking, and ongoing procedural updates.
• Foster strong alignment between internal teams and vendors, promoting a “One Team” approach.

Qualifications & Experience

Required

• 5 years’ experience in an operations environment; experience working with third-party vendors preferred.
• Strong knowledge of mortgage servicing and mortgage compliance requirements.
• Experience reviewing policies and procedures with a strong compliance mindset.
• Proven ability to identify problems, determine root causes, and drive appropriate solutions.
• Strong analytical, decision-making, and problem-solving skills.
• Exceptional written and verbal communication skills with the ability to influence across organizational levels.
• Strong relationship-building and networking skills.
• Highly organized with strong administrative and PC skills.

Preferred

• Experience with MSP / Director
• Experience with outbound dialer systems.
• Background in mortgage collections oversight or loss mitigation servicing.

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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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