Are you ready to build meaningful relationships while helping customers navigate complex financial challenges?

Citizens Bank is on the hunt for a Single Point of Contact (SPOC) Relationship Specialist to serve as the primary liaison for borrowers throughout the default, loss mitigation, foreclosure, and bankruptcy processes. This role is pivotal in assisting borrowers to 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
• Work Schedule: M-F 8:00 AM to 5:00 PM EST

What We Offer:

• Competitive Salary
• Comprehensive Benefits Package: Medical, dental, vision, and generous paid time off.
• 401(k) Plan with Corporate Match & Employee Stock Purchase Program
• Career Development Opportunities: Grow with a company that values internal promotion and professional development.
• Exclusive Employee Discounts: Access to special offers on Citizens Bank products and services.

Ready to Make an Impact?

If you’re passionate about delivering exceptional service and helping customers through financial challenges, apply today to join our team as a Single Point of Contact (SPOC) Relationship Specialist at Citizens Bank!

“Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.”

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.

Recent Developments and Practical Applications

The role of a Single Point of Contact (SPOC) Relationship Specialist is more critical than ever in the current economic climate. With the ongoing pandemic and its financial repercussions, many Americans are facing unprecedented financial hardships. According to a recent report by the Federal Reserve, about 40% of Americans would struggle to cover an unexpected $400 expense, highlighting the need for specialized support in financial management.

Citizens Bank’s initiative to hire a SPOC Relationship Specialist underscores the bank’s commitment to customer service and financial stability. The role involves extensive training and support, ensuring that specialists are well-equipped to handle complex financial scenarios. Advanced AI simulations and cutting-edge tools prepare specialists for real-world challenges, making them invaluable assets in assisting borrowers navigate financial difficulties.

One notable example is the impact of the CARES Act, which provided relief to homeowners facing foreclosure during the pandemic. Specialists played a crucial role in helping borrowers understand and apply for deferrals and forbearance options, providing much-needed relief during a tumultuous time.

Moreover, the collaborative culture at Citizens Bank fosters an environment where specialists can thrive. The bank’s emphasis on teamwork and career development ensures that specialists are not only skilled in their roles but also have opportunities for growth and advancement. This holistic approach to employee development is a significant draw for candidates looking to make a long-term impact in the financial services industry.

Addressing Potential Counterarguments

Some may argue that the role of a SPOC Relationship Specialist is merely an extension of existing customer service roles. However, the scope and depth of this position are far more specialized. The SPOC Specialist is not just a customer service representative; they are financial advisors, negotiators, and problem-solvers, all rolled into one. Their role requires a deep understanding of financial regulations, investor requirements, and loss mitigation strategies, making it a highly specialized and critical function within the bank.

Additionally, the extensive training and support provided by Citizens Bank demonstrate a commitment to excellence that goes beyond traditional customer service roles. The use of advanced AI simulations and cutting-edge tools ensures that specialists are well-prepared to handle the complexities of financial hardships, providing a level of service that is unmatched in the industry.

Conclusion

Citizens Bank’s search for a Single Point of Contact (SPOC) Relationship Specialist is a testament to their dedication to customer service and financial stability. This role offers a unique opportunity for problem-solvers with strong communication skills to make a meaningful impact on the lives of borrowers facing financial hardships. With extensive training, a collaborative culture, and a commitment to excellence, Citizens Bank is poised to continue providing exceptional service to its customers.