Citizens Bank Home Mortgage Customer Experience Team QC Lead in Glen Allen, Virginia


This position will serve at the primary QC lead for the Customer Experience Team, which is responsible for responding to all written correspondence received via mail or online secure messaging from customers as well as fulfillment of various tasks based on requests from customers. The primary function of the Consumer Quality Assurance & Control Lead is to ensure Mortgage is in compliance with all applicable regulatory and investor requirements. This position will also be responsible for the development and maintenance of department procedures to ensure all tasks are completed accurately and per regulatory requirements. This role must collaborate with all functions on the team and provided feedback on QC findings.

Primary responsibilities include:

  • Perform quality review on written correspondence

  • Perform quality review on fulfillment requests

  • Perform quality review on secure messages

  • Create standard written correspondence templates

  • Co-owning departmental procedures for updates and annual review

  • Ensure guidelines have been met

  • Review legal documents for accuracy

  • Perform targeted assurance reviews


Required Skills/Experience:

  • Sound knowledge of consumer mortgage lending process and workflow

  • Excellent oral and written communication skills

  • Organizational, analytical and problem solving skills

  • Collaborative team partner

  • Independent worker

  • PC skills including proficiency in MS Office


  • Bachelor’s degree or 3 – 5 years mortgage or QC experience in lieu of degree

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday 8:00 to 5:00