Mortgage SPOC Sr Specialist

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.