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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

Quality Specialist C05 (Remote option), CitiMortgage

Job Req ID 21305868 Primary Location O'Fallon, Missouri; Belleville, Michigan; Michigan; Taiwan Job Category Operations - Core
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The Quality Specialist 5 performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.


  • Review documents for accuracy, consistency, and compliance with business guidelines and tracks discrepancies.
  • Role specific responsibilities include but are not limited to the following:
  • Review of mortgage loan documentation submitted by Correspondent (non-Citi) lenders for potential purchase.  
  • Ability to review income/employment (e.g. paystubs, W2, tax returns etc.), asset and credit documentation against Correspondent submitted figures and determine eligibility against published guidelines and accuracy.
  • Strong writing and communication skills to support decision rationale.
    • Supports a range of products/services.
    • Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of tasks performed.
    • Investigates and resolves complex issues pertaining to the evaluation of life and waiver of premium claims to identify benefit eligibility.
    • May correspond with regulatory, law enforcement and vendors.
    • Escalates complex issues to higher levels.
    • Demonstrates technical/administrative expertise.
    • Assists managers with training team members.
    • Has frequent opportunities to make procedural choices for decisions related to process improvements; however, comprehensive process decisions are made by management.
    • Reviews quality results and identifies process gaps and helps determine solutions.
    • Communicates regularly with department management and external sites to ensure consistency/quality of processes.
    • Works under little to no direct supervision while performing job duties.
    • Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team goals; and, impacts the business by ensuring the quality of the tasks or services provided.
    • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.


  • 2-4 years relevant experience, preferably within Mortgage industry
  • Basic MS office knowledge
  • Experienced in Customer Contact Center
  • Good interpersonal skill and work as a team.
  • Customer service oriented.
  • Be able to work in flexible schedule and to work under pressure.
  • problem solving mindset


  • High School diploma or equivalent

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


Job Family Group:

Operations - Core


Job Family:

Operations Quality


Time Type:


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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.

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