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Director
Citizens Bank
Warwick, RI, United States
Job Details - this job has expired, please see similar jobs below
Description
The Head of Home Equity Operations is an executive leader reporting to the Head of Home Equity Lending and is responsible for all processing, underwriting and fulfillment activities in support of the business. Citizens Financial Group is one of the largest home equity lenders in the U.S. with distribution in 11 states through its 1,100 retail branches and a direct to consumer sales channel. The incumbent will manage two fulfillment sites that service over 100K applications annually and will execute our strategy to grow our leading market position through delivering the fastest, simplest and most friction free experience in the industry. Specific responsibilities include:
• Formulate and execute plans to improve customer experience and net promoter scores leveraging our new origination platform and digital customer facing application
• Ensure sound underwriting practices to effectively manage credit risk related to new origination volume while balancing it against customer experience
• Manage an effective control environment ensuring that operational risks are clearly understood, monitored for and mitigated in a way that does not hinder the targeted customer experience
• Drive efficiencies through a continuous improvement program leveraging workflow tools to increase productivity and decrease cycle times
• Responsible for the development of over 120 colleagues located in Warwick, Rhode Island and Cincinnati, Ohio ensuring that they are adequately trained, engaged and motivated to deliver a great customer experience
Additionally, the Head of Home Equity Operations will be expected to participate in all strategic planning activities for the business and be an active member of a progressive management team that is reshaping how consumer lending is performed.
Qualifications
• 10+ years of experience in consumer finance or home lending
• Strong customer centric mindset and the ability to drive improvements to the overall customer experience
• Firm understanding of credit risk management principles and home lending regulations
• Ability to lead a continuous improvement/customer centric culture
• Ability to lead transformational change
• Knowledge of appraisal products and regulations
• Knowledge of title products and related processes
• Experience in underwriting and fulfillment activities for home lending products
• Understanding of workflow technology and digital lending customer experience trends
• Process oriented with the ability to re-engineer processes where necessary
• Highly engaged leadership style with the ability to motivate and engage all levels in the organization as well as develop emerging talent to build bench strength
• Experience with regulatory exams and internal audits
• Excellent oral and written communication skills and the ability to communicate at all levels in the organization
• Experience with capacity planning and workforce forecasting
• Understanding of emerging trends in the consumer finance industry
Education, Certifications and/or Other Professional Credentials:
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• Bachelors Degree Required
• MBA Preferred
Hours & Work Schedule
Hours per Week: 40
Work Schedule: M-F
Why Work with Us
At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment and Opportunity Employer/Disabled/Veteran
It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Opportunity & Affirmative Action Employer Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.