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Consumer Quality Assurance and Control Senior Specialist
Citizens Bank
Glen Allen, VA, United States
Job Details - this job has expired, please see similar jobs below
Description
The Operations Analyst will be responsible for performing an in-depth review and analysis of loan servicing quality with a focus on ensuring all policy, procedures, processes, including regulatory and compliance driven procedures, and guidelines are met.
• Perform monthly reviews in our Home Mortgage Loan Servicing Department. This will include cash processing, ARM review, New Loan Set Up and all other loan servicing functions.
• Responsible for maintaining knowledge level regarding servicing policy and procedure, and regulatory changes as they relate to the Quality Assurance/Quality Control review function
• Validate controls surrounding automated servicing system additional quality assurance on change control process with regards to policy implementation in servicing.
• Validate problem/opportunity statements and supporting baseline metrics.
• Identify scope, customer and requirements.
• Develop process maps, key processing inputs and supporting metrics and deliver recommendations, and implement approved actions and develop control plans for longer term process performance.
• Establish corrective action and root cause options.
• Deliver recommendations, and implement approved actions and supporting control plans.
Qualifications
Experience:
• 5-10 years’ experience with Mortgage Servicing experience
• 5 years’ experience in a Quality Control/Quality Assurance role
• Must demonstrate strong analytical, organizational and project management skills, coupled with the ability to communicate effectively, both written and oral, with external clients and all levels of the management.
• Proven ability to manage multiple concurrent projects/tasks and responsibilities
• Familiar with MSP and Passport a plus
Education
• High School Diploma or equivalent required, Associate Degree preferred
Hours & Work Schedule
Hours per Week: 40
Work Schedule: M-F, 8-5 pm
Why Work for 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 Opportunity
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 Employment and Opportunity 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.