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Citizens Bank Head of Core Servicing in Irving, Texas


Lead the key core servicing functions of payment processing/cash, credit bureau reporting, escrow administration and special loans. Each of these areas are critical functions within servicing and will be responsible for over 500k loan at $90 billion in principal balances by the end of 2019.


  • Lead core servicing functions to continue to reduce cost and enhance productivity. Drive CPL and LPE improvements while enhancing overall customer experience.

  • Lead a talented team of ≈ 75 servicing and risk colleagues to be highly effective, engaged and motivated. Identify, develop and retain high performing teams. Cultivate and environment that is inclusive and fosters internal growth and progression.

  • Promote a strong risk culture, cultivate relationships and strong partnerships with business partners and risk control functions.

  • Success in this job is to achieve our aggressive goals:

  • Customer-Top 5 JD Power Servicer and monthly NPS 50%+.

  • Shareholder-Achieve CPL and LPE targets as well as achieving overall expense budgets.

  • Regulator-Maintain FNMA STAR Servicer recognition, excellent issues management oversight with no past due audit issues.

  • Colleague-Best in class ratings in OHI and PULSE colleague surveys.


  • Bachelor’s degree required; Master’s degree preferred

  • 15+ years mortgage and management experience

  • 7-10+ years leadership experience

  • 7+ years experience in Project Management

  • 7+ years experience in working within a large / complex organization

  • Excellent written and verbal communication skills

  • Excellent customer service skills

  • Strong problem solving skills

  • Ability to work in a fast-paced environment with low tolerance for error

  • Ability to handle stressful situations

  • Ability to interact with all levels of individuals, both internally and externally

  • Experience using Microsoft Office including Word and Excel

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday; 8:00am -5:00pm

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.

Equal Employment Opportunity

It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.

Copyright 2011 by American Society of Employers