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Career Opportunity

Head of Distributed Retail Sales Mortgage Fulfillment

Locations: O'Fallon, Missouri Job Function: Mortgage Employee Status: Regular Job ID: 20195149

The Head of Distributed Retail Sales Channel Fulfillment will oversee the entire strategy and production of fulfilling mortgages for Citi's North American Retail Mortgage Business.  This position will be responsible for the strategic development of a multi-site operations platform that leads the industry in delivery, customer service, timeliness, QC measurements, unit cost efficiency, and the hiring and retention of strong leaders. The Director will be responsible for all processing, underwriting, and closing functions related to this production channel including partnering with Sales, Risk, Compliance, and Legal leadership to ensure all customer, regulatory, and legal requirements are exceeded. The position, along with its business partners, will define and execute the creation of policy and procedures, developing and implementing procedural enhancements, and line level operations workflows and policies. The Director will ensure uniformity and standardization of polices and processes.  


  • Provide strategic direction and direct management of processing, underwriting, and closing of all loan applications brought into Citi via the Branch Network (‘In-BTA”).  This will include all personnel, expense management, and controls for these areas.  
  • Partner with 1st and 2nd Lines of Defense (ICRM, Risk, Compliance, Legal, IA, and Operations) on any changes to business process that impacts Mortgage.  This will include leading teams to identify changes and react to requested changes based on internal policy updates or regulator required changes, engaging internal teams like Learning and Development or Project Management when required, and speaking to senior executives and external parties when required.  This will also require working with existing vendors on mortgage solutions to meet business needs, sourcing new vendors and solutions in the marketplace, and partnering with Procurement for any contract negotiations and on boarding.
  • Partner with senior mortgage and bank business leaders to set strategy and execute on corporate initiatives that impact the mortgage business.  This will require leveraging directly managed senior leaders to mobilize their teams to enact business change while ensuring the mortgage control environment exceeds expectations.  This leader will heavily influence the strategic direction of the Mortgage business and significant time will be spent in planning sessions in order to provide clear direction to managed teams that will execute on the vision.


  • 10+ years of relevant experience
  • Strong Mortgage Originations background required   
  • Experience managing large groups of teams with 3+ levels of management with diverse backgrounds and skillsets, but all aligned for a common purpose.
  • Strong understanding of change management principles, three lines of defense for control framework, and ability to think through complex situations and decisions with independent research.  This individual will have the ability to influence other business leaders through informal and formal meetings, build a strong network of business sponsors internally, and already have a strong network of peers in the Mortgage and/or Banking industry in order to bounce ideas and questions.  This person will be familiar with the regulatory requirements for originating and servicing mortgages, and be fully aware of upcoming changes to these regulations that could impact established business practices.  


  • Bachelor’s degree/University degree or equivalent experience
  • Master’s degree preferred


Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US


Time Type :


Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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