Citizens Bank is seeking a Single Point of Contact (SPOC) Relationship Manager to serve as the primary liaison for borrowers throughout the default, loss mitigation, foreclosure, and bankruptcy processes. In this role, you’ll play a key part in helping borrowers identify and implement solutions to address financial hardships, all while ensuring compliance with investor and regulatory requirements. If you’re a problem-solver with strong communication skills and a passion for making a difference, this may be the perfect opportunity for you! What You Can Expect in This Role: • Customer-Centric Approach: Field a variety of customer calls with passion and deliver high-quality solutions to assist customers facing financial hardship. • Problem-Solving Focus: Offer a wide range of assistance options to meet each customer’s needs and provide suitable repayment solutions. • Extensive Training: Benefit from cutting-edge tools, including advanced AI simulations, to prepare for real-world scenarios. • Dedicated Support: Work closely with leaders and peers who are committed to helping you succeed. • Collaborative Culture: Join a team that values teamwork, growth, and career development. • Job Satisfaction: Take pride in producing high-quality work that makes a difference. Key Responsibilities: • Customer Relationship Management: Act as the primary contact for borrowers and approved third parties (e.g., investors, attorneys, and trustees) while delivering an exceptional customer experience. • Documentation and Compliance: Obtain and process required documents for loss mitigation, ensuring accuracy and compliance with investor and regulatory guidelines. • Solution-Oriented Communication: • Present borrowers with available loss mitigation options, including deferrals, forbearance, loan modifications, partial claims, repayment plans, short sales, or deeds in lieu of foreclosure. • Clearly communicate decisions and next steps, including modification approvals or denials, and guide borrowers through alternative solutions when needed. • Financial Discussions: Engage in conversations with borrowers about their financial information, such as debt-to-income ratios, tax records, and personal financial statements, to assess eligibility for solutions. • Cross-Department Collaboration: • Coordinate with loss mitigation, foreclosure, bankruptcy, loan servicing, and other mortgage operations teams to ensure timely resolution of borrower situations. • Hold internal teams accountable for completing tasks and meeting deadlines to maintain compliance and regulatory requirements. • Research and Issue Resolution: Investigate borrower issues, provide updates, and ensure final resolutions are achieved. • Investor Interaction: Communicate and collaborate with mortgage investors to address borrower-specific issues and secure approvals for resolutions. • Proactive Communication: Make inbound and outbound calls to borrowers to provide updates, collect necessary documents, and discuss decisions and next steps. Basic Qualifications: • Mortgage Servicing Expertise: Background in mortgage servicing, with knowledge of default processes and loss mitigation programs. • Communication Skills: Strong oral communication, counseling, and persuasion abilities. • Organizational Strengths: Proven ability to manage multiple priorities and tasks in a fast-paced, production-driven environment. • Decision-Making Abilities: Capacity to make independent decisions and exercise sound judgment. • Adaptability: Flexibility to handle evolving business needs with a positive attitude. • Technical Proficiency: Familiarity with digital phone systems and mortgage servicing platforms. • Professionalism: Experience working with external parties, including attorneys, investors, and vendors. Preferred Qualifications: • Industry Knowledge: Experience as a Single Point of Contact (SPOC) within mortgage servicing. • Systems Experience: Familiarity with Black Knight (BKFS) servicing systems. • Regulatory and Investor Knowledge: Understanding of agency and investor requirements and regulations. Hours and Work Schedule: • Hours Per Week: 40 hours, 4 days on-site, 1 day remote after 5-6 weeks of training 5 days on-site. • Work Schedule: Flexible schedules available between 8:00 AM and 8:00 PM.