Home Mortgage Consumer QA QC Senior Specialist

Job Title : Home Mortgage Consumer QA QC Sr. Specialist

As the Home Mortgage Consumer QA QC Sr. Specialist, you will work to understand, monitor, and process requests that relate to high risk or complex processes. Your goal is to prevent risk to the bank or our customers by handling these requests timely, diligently, and completely to ensure that you identify any errors that occurred in the process and ensure a positive customer experience. You will monitor and record results from processes and procedures within CFG's Consumer sector to ensure that feedback can be given on any errors that are identified. As a member of the team, you are also expected to provide suggestions for continuous improvement within your process that lead to efficiencies and / or further reduce risk. Primary responsibilities include :

• Execution within defined processing parameters with some expansion based on developing capabilities and / or experiences.
• QA / QC tasks are expected to be completed timely, accurately with focus on attention to detail.
• Ensure procedures and SOPs are adhered to when performing your work, as measured through quality checks by management / team leader.
• Respond to internal / external customer inquiries within 24 hours.
• Ensure that all errors identified within your processes are formally recorded.
• Understand and comply with regulatory requirements that impact your work including state and federal laws.
• Obtain re-verification of all documents used in the underwriting decision, for all audit samples which include employment, self-employment, and asset reverifications, ordering appraisal field reviews, updated credit reports, and Tax Transcripts.
• Generate documents from the QC System (ACES).
• Order appraisal field reviews, credit reports, Tax Transcripts.
• Maintain receipt data in the QC System (ACES).
• Handle the scanning and receipt of physical mail into the ACES and LOS.
• Monitor e-fax common mailbox.
• Order 2nd requests which may include telephone verifications, as required.
• Escalate reverification documents that do not support the original documentation.
• Ensure invoices for payment for all charges including corporate credit card charges for third party verification payments.
• Requesting checks for third party verifications, if required.
• Remain updated and knowledgeable regarding all guideline changes as well as policy changes.
• Identify opportunities to continuously improve the customer experience and / or internal processes for efficiency and risk mitigation. Bring these ideas to management and assist in driving these to completion when asked to do so.
• Ordering supplies for the department such as return envelopes, as needed.
• Other duties as assigned.

Qualifications, Education, Certifications and / or Other Professional Credentials :

Equal Employment Opportunity 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, 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance, and capability.

Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

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.