Description The Mortgage Servicing & Default Investor Relations Manager is responsible for ensuring that all mortgage servicing and default operations comply with investor guidelines. This role involves conducting Investor compliance audits, facilitating developing and implementing Investor programs, and serving as a liaison between the company and Investor partners. Key Responsibilities: * Compliance Management: * Develop, implement, and maintain compliance programs and procedures to ensure adherence to investor guidelines. * Monitor changes in investor guidelines ensuring timely updates to company policies and procedures. * Facilitate monthly Investor Performance Meetings * Review and send Investor scorecards, ensuring understanding of metrics and where improvement is needed , assist with identifying root cause of any performance challenges. * Ensure responses submitted for Fannie & Freddie invoices for Default. * Manage Investor Mailbox and ensure request and escalation are responded to and resolved timely. * Investor Change Management/Roundtable * Receive, Communicate, and Initiate change manager processes for Investor. * Track and Report change management items; monitor progress against effective/due dates, ensuring complaint at all milestones. * Provide management reporting and facilitate Change Management meetings. * Facilitate cross-functional activities required to implement investor changes. * Support Business Line initiatives for improvement, efficiency, and pod workstream lead. * Collaborate with legal, compliance, and risk to ensure consistency among processes, and compliance with investor requirements. * Audits and Reviews: * Conduct regular Investor audits and reviews of mortgage servicing and default operations. * Prepare reports and present findings to senior management, along with recommendations for corrective actions. * Liaison and Reporting: * Serve as the primary point of contact for investor partners inquiries and examinations. * Prepare and submit required reports to investors in a timely manner. * Assist with Training and Development: * Develop and deliver training programs for staff on Investor -related topics. * Ensure all staff are aware of and adhere to compliance policies and procedures. * Risk Management: * Identify and assess compliance risks associated with mortgage servicing and default activities. * Assist with Implement risk mitigation strategies and monitor their effectiveness. * Documentation and Recordkeeping: * Maintain accurate and up-to-date documentation of compliance activities, audit findings, and corrective actions. * Ensure all records are kept in accordance with company policy requirements. Qualifications: * Minimum 5 Experience in mortgage servicing and default compliance, * In-depth knowledge of investor guidelines (e.g., Fannie Mae, Freddie Mac, FHA, VA and USDA) and relevant federal and state regulations. * Strong analytical, problem-solving, and decision-making skills. * Excellent communication and interpersonal skills, with the ability to effectively interact with internal teams, investors, and regulatory agencies. * Proficiency in compliance management software and tools. Working Conditions: Hours per week: 40 Hours & Work Schedule: Monday - Friday, 8:00-5:00 (Hybrid a possibility) 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 At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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. Equal Employment and Opportunity Employer Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates. 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. Benefits We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. View Benefits Awards We've Received Disability Equality Index Best Places to Work for People with Disabilities Fair360 Top Regional Company FORTUNE's World's Most Admired Companies Human Rights Campaign Corporate Equality Index 100 Award Military Friendly Employer Age-Friendly Institute's Certified Age-Friendly Employer Bloomberg Gender Equality Index, Standout Dave Thomas Foundation's Best Adoption-Friendly Workplace Forbes America's Best Large Employers