Director, Home Equity Operations

Company: Citizens Bank
Location: Warwick
Posted on: March 22, 2020

Job Description:

The Director of Home Equity Operations is an executive leader reporting to the Head of Home Equity Lending and is responsible for all processing, underwriting and fulfillment activities in support of the business. Citizens Financial Group is one of the largest home equity lenders in the U.S. with distribution in 11 states through its 1,100 retail branches and a direct to consumer sales channel. The incumbent will manage two fulfillment sites that service over 100K applications annually and will execute our strategy to grow our leading market position through delivering the fastest, simplest and most friction free experience in the industry.-- Specific responsibilities include:Formulate and execute plans to improve customer experience and net promoter scores leveraging our new origination platform and digital customer facing applicationEnsure sound underwriting practices to effectively manage credit risk related to new origination volume while balancing it against customer experienceManage an effective control environment ensuring that operational risks are clearly understood, monitored for and mitigated in a way that does not hinder the targeted customer experienceDrive efficiencies through a continuous improvement program leveraging workflow tools to increase productivity and decrease cycle timesResponsible for the development of over 120 colleagues located in Warwick, Rhode Island and Cincinnati, Ohio ensuring that they are adequately trained, engaged and motivated to deliver a great customer experienceAdditionally, the Director of-- Home Equity Operations will be expected to participate in all strategic planning activities for the business and be an active member of a progressive management team that is reshaping how consumer lending is performed.Qualifications10+ years of experience in consumer finance or home lendingStrong customer centric mindset and the ability to drive improvements to the overall customer experienceFirm understanding of credit risk management principles and home lending regulations--Ability to lead a continuous improvement/customer centric cultureAbility to lead transformational changeKnowledge of appraisal products and regulationsKnowledge of title products and related processesExperience in underwriting and fulfillment activities for home lending productsUnderstanding of workflow technology and digital lending customer experience trendsProcess oriented with the ability to re-engineer processes where necessaryHighly engaged leadership style with the ability to motivate and engage all levels in the organization as well as develop emerging talent to build bench strengthExperience with regulatory exams and internal auditsExcellent oral and written communication skills and the ability to communicate at all levels in the organizationExperience with capacity planning and workforce forecastingUnderstanding of emerging trends in the consumer finance industryEducation, Certifications and/or Other Professional Credentials:Enter text hereBachelors Degree RequiredMBA Preferred

Keywords: Citizens Bank, Warwick , Director, Home Equity Operations, Executive , Warwick, Rhode Island