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Mortgage Servicing Strategy and Governance - Hybrid

Job Req ID 22503398 Primary Location O'Fallon, Missouri; Wilmington, Delaware; Atlanta, Georgia; Elk Grove Village, Illinois; Irving, Texas Job Category Risk Management
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The Director of Mortgage Servicing Risk Management reports directly to the Chief Risk Officer, Retail Bank and Mortgage. Manage three teams responsible for Mortgage Servicing Strategy, Governance and Controls, and Servicing Analysis. Plays and integral in the Credit Risk Management team. Represent Credit Risk with a wide range of business partners throughout the organization. Specific roles and responsibilities include:

Servicing Strategy Development

Develop strategy and oversee Cenlar’s performance in the end-to-end process of servicing mortgage loans

  • Optimize collections strategy and closely monitor sub-servicer performance

  • Develop loss mitigation strategies and tools used in the process. Closely monitor process flows

  • Oversee foreclosure and REO process

Governance and Control

Ensure the governance responsibilities of the CRO are carried out and appropriate controls are in place and operating effectively in the area of Credit Risk. Ensure ownership, understanding, and representation of Credit Risk in Issues Management


  • Credit Risk representation across audit/regulatory review and inquiry

  • Ensure timely review of internal requirements and administrative tasks including policy and IR submissions. Organize all annual assessments


  • Ensure ownership, understanding, and representation of Credit Risk in Issues Management

  • Ensure control understanding and organization across servicing activities


  • Secure interests of credit risk across broad range of partnership forums: Operational Risk, Compliance, Monitoring, Legal, etc.

  • Represent Credit Risk in audits and coordinate across relevant areas

Coordinate capacity planning activities to ensure that sub-servicer has appropriate plans to meet service-level needs for Citi’s managed book. At a minimum, forecasts for annual Plan and Mid-Year reviews must be provided.

Mortgage Servicing Analytics

Provide analytical support for mortgage servicing strategy development, Governance and Control requirements, special topics for management committee presentations and other ad hoc requests from business partners

The incumbent and team will work closely with Credit Risk’s business partners in Legal, Operations Risk, Compliance, Monitoring, Accounting, IT and Relationship Management to ensure that credit risk priorities are appropriately covered in the above areas and that issues are raised and remediated in a timely manner. Represents Credit Risk in multiple forums with the above-mentioned groups as well as Citi’s regulators.

Lead a high-performing team of manager

  • Help team members build their careers while meeting business objective

  • Plan and prioritize workflow for complex, cross-departmental projects

  • Provide stretch goals, development opportunities and mentorship in career development


  • 10-15 years of relevant experience

  • Experience in the mortgage servicing business as Director or equivalent at a mortgage servicing company or large money center bank.

  • Knowledge of laws and regulations that apply in the field along with applicable rules issued by the Consumer Finance Protection Board, etc.

  • 5+ years of people management experience

  • Proven ability to remain organized in a fast-paced environment, managing multiple projects

  • Proven interpersonal, organizational, and analytic skills


  • Bachelor's degree/University degree or equivalent experience

  • Master’s degree with quantitative or business focus strongly preferred


Job Family Group:

Risk Management


Job Family:

Credit & Portfolio Risk Management


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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