HM Servicing Ops Team Lead

The HM Servicing Ops Lead provides operational and analytical support to Default Home Mortgage leadership, with a primary focus on loan modifications and related mortgage default functions. This role supports day‑to‑day execution, monitoring, and issue resolution activities while partnering closely with senior team members and managers.

The Ops Lead assists with quality monitoring, basic risk awareness, workflow support, and documentation maintenance. The role requires working knowledge of loss mitigation processes and systems, strong attention to detail, and the ability to escalate issues appropriately.

Key Responsibilities

Operational & Analytical Support

• Support business line managers by completing routine and defined operational tasks within assigned loss mitigation functions while maintaining awareness of regulatory and risk considerations.
• Research, track, and assist in resolving operational, system, vendor, and customer issues, escalating complex matters as appropriate.
• Assist with collecting, validating, and organizing data for operational reports, dashboards, and tracking tools.
• Support workflow execution by coordinating with internal partners and vendors in accordance with established procedures.
• Identify basic process gaps or inefficiencies and raise observations to leadership for review.

Quality Assurance / Quality Control (QA/QC)

• Perform assigned quality reviews and monitoring activities under established QA/QC frameworks.
• Accurately document QA/QC findings, exceptions, and errors in accordance with defined standards.
• Assist with tracking defects, trends, and related corrective actions.
• Support preparation of QA/QC documentation and evidence for internal reviews, audits, or exams as requested.

Risk Awareness & Issue Escalation

• Maintain awareness of operational, regulatory, and vendor risk and compliance expectations within assigned processes.
• Escalate identified risks, control gaps, or adverse trends to management in a timely manner.
• Support audit and review activities by gathering documentation, completing follow‑ups, and responding to routine requests.

Collaboration, Continuous Improvement & Knowledge Sharing

• Collaborate with team members and leaders to review operational and QA/QC exceptions, including participation in discussions to understand findings, trends, and contributing factors.
• Engage in process discussions with team members to support root cause analysis of QA/QC exceptions and recurring issues, escalating as appropriate.
• Participate in process walkthroughs with peers and senior staff to help identify process gaps, inefficiencies, or control breakdowns.
• Share observations and analysis with leadership to support issue resolution and continuous improvement efforts.
• Serve as a knowledgeable point of contact for assigned tasks and processes.
• Participate in cross‑training and knowledge transfer activities to promote consistency and coverage.
• Communicate effectively with peers, managers, vendors, and internal partners to support workflow execution and quality outcomes.

Procedure & Documentation Support

• Assist with reviewing and updating operating procedures, job aids, and reference materials to reflect current practices.
• Follow documented procedures consistently and provide feedback to leadership when discrepancies are identified.

Required Knowledge, Skills, and Abilities

• High School Diploma or equivalent required; associate degree preferred
• Basic to intermediate knowledge of mortgage servicing operations, preferably in loan servicing/escrow
• Experience supporting operational, QA, or compliance‑related activities
• Strong attention to detail and organizational skills
• Ability to follow established procedures and controls
• Effective written and verbal communication skills
• Proficiency in department systems and Microsoft Office applications
• Ability to manage multiple tasks and meet deadlines
• Customer‑focused mindset
• Ability to work independently with guidance and supervision

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:30 a.m. – 5:00 p.m.

Pay Transparency

The salary range for this position is $30.29 - $37.20 per hour. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

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.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.