Collection & Default Strategy Professional

The Home Mortgage Default Claims QA/QC, Loss Analysis, Reporting & Analytics Lead is responsible for overseeing reporting, analytics, quality assurance (QA), quality control (QC), and loss analysis activities that support Home Mortgage Default Claims Operations. This role performs complex operational, financial, investor, insurer, and regulatory analysis to identify trends, risks, control weaknesses, financial impacts, and opportunities for process improvement.

The position serves as a strategic business partner to the Default Claims, Default Cash Operations, Investor Reporting, Loss Mitigation, Foreclosure, Bankruptcy, Risk, Compliance, Audit, and Technology teams by delivering actionable insights, performance reporting, quality oversight, and data-driven recommendations that support operational effectiveness, financial performance, and regulatory compliance.

Primary Responsibilities

Claims QA/QC Oversight

• Perform QA/QC reviews to ensure claim accuracy, compliance, timeliness, and operational effectiveness.
• Develop and maintain quality metrics, scorecards, monitoring tools, and oversight reporting.
• Identify recurring defects, control gaps, compliance risks, and process improvement opportunities.
• Provide feedback and recommendations to improve quality performance and reduce operational risk.

Claims Loss Analysis

• Perform loss and recovery analysis for investor, insurer, agency, and mortgage insurance claims.
• Evaluate claim curtailments, denials, deficiencies, shortages, loss exposure, and recovery opportunities.
• Recommend strategies to reduce losses, maximize recoveries, and improve claim execution.
• Prepare financial impact assessments and loss analysis reporting for leadership.

Reporting & Analytics

• Develop and maintain weekly, monthly, quarterly, and ad hoc operational and executive reporting.
• Create dashboards, KPI scorecards, SLA reporting, aging reports, exception reporting, and executive summaries.
• Analyze operational performance, claim recoveries, curtailments, denials, deficiencies, and loss trends.
• Conduct root cause analysis and identify opportunities to improve processes, controls, efficiencies, and recoveries.

Operational, Risk & Regulatory Support

• Analyze operational data and documentation to ensure compliance with investor, insurer, regulatory, and internal requirements.
• Monitor adherence to SLAs, policies, procedures, business controls, and regulatory standards.
• Support audit readiness, risk management activities, issue remediation efforts, regulatory examinations, and control testing.
• Participate in process improvement initiatives, automation efforts, system enhancements, and other strategic operational projects.

Qualifications, Skills & Experience

Required

• Minimum 5 years of mortgage servicing operations experience.
• Experience in Default Claims, Reporting & Analytics, QA/QC, Loss Analysis, Investor Reporting, or Default Servicing Operations.
• Strong knowledge of Foreclosure, Loss Mitigation, Bankruptcy, Collections, Claims, and investor/insurer servicing requirements.
• Proficiency in MSP, LoanSphere Claims, investor portals, and other mortgage servicing systems.
• Advanced analytical, critical-thinking, and problem-solving skills.
• Experience developing dashboards, KPIs, scorecards, executive reporting, and trend analysis.
• Advanced Microsoft Excel proficiency with strong Word and PowerPoint skills.
• Strong organizational, communication, project management, and presentation skills.

Preferred

• Experience with reporting automation, data management, AI business intelligence, and analytics platforms.
• Experience leading operational reporting, quality programs, loss analysis, or process improvement initiatives.
• Knowledge of FNMA, FHLMC, FHA, VA, USDA, MI, and private investor claims requirements.

Education

• Bachelor's Degree preferred.
• Equivalent combinations of education and directly related mortgage servicing experience may be considered.
• Professional certifications in Analytics, Project Management, Quality Assurance, Risk Management, Mortgage Servicing, Lean, or Six Sigma are a plus.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday through Friday, 8:30 AM to 5:00 PM
• Work Arrangement: Hybrid work schedule available upon successful completion of the training period.

Pay Transparency

The salary range for this position is $74,000 - $104,000 per year. 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

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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.