Citizens Financial Group, Inc

Servicing Ops Manager- Document Custodian

Citizens Financial Group, Inc$75K — $95K *
Finance & Insurance
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in Mortgage Document Custody operations.
  • Strong knowledge of GSE guidelines including Freddie Mac, Fannie Mae, and Ginnie Mae.
  • Experience managing document custody audits with minimal findings.
  • Familiarity with digital mortgage initiatives and eVault systems is a plus.
  • Prior leadership experience in a relevant field preferred.

Responsibilities

  • Oversee day-to-day operations of Mortgage Document Custody functions.
  • Ensure compliance with GSE servicing requirements and custody regulations.
  • Manage Transfers of Servicing and Custody processes, including custodian certification.
  • Collaborate with multiple departments to resolve documentation and compliance issues.
  • Prepare for and lead audit and regulatory examinations, ensuring thoroughness.
  • Remediate audit findings and improve Quality Control programs for custody activities.
  • Develop and mentor a team of Document Custody professionals, promoting cross-training.

Benefits

  • Comprehensive health benefits package.
  • Opportunities for professional development and growth.
  • Supportive work environment with a focus on team collaboration.
Full Job Description
Job Description

Job Summary

The Mortgage Document Custody Manager is responsible for the oversight, control, and compliance of mortgage collateral documents for loans serviced and/or owned by the bank. This role ensures adherence to Government-Sponsored Enterprises (GSE's) investor requirements, internal policies, and regulatory standards across document custody operations, including collateral intake, certification, transfers of servicing and custody, lien releases, and audit readiness. The ideal candidate brings deep expertise in Mortgage Document Custody, GSE guidelines, servicing operations, and risk management, with a strong focus on control execution and operational excellence.

Key Responsibilities

Document Custody & Investor Compliance
  • Oversee day-to-day Mortgage Document Custody operations, including receipt, certification, storage, tracking, and release of original Notes, Mortgages, Assignments, and ancillary documents.
  • Ensure compliance with Freddie Mac, Fannie Mae, and Ginnie Mae document custody and servicing requirements, including Seller/Servicer Guides and custody handbooks.
  • Manage processes related to Transfers of Servicing and Transfers of Custody, including execution and certification of required investor forms (e.g., custodial certifications).
  • Partner with Investor Relations, Legal, Servicing, and external Document Custodians to resolve documentation gaps and compliance issues.

Audit, Risk & Quality Control
  • Lead preparation for GSE, internal audit, and regulatory exams, including onsite and remote custodial audits.
  • Ensure timely remediation of audit findings, exceptions, and control gaps, partner with Risk Management on issue tracking and closure.
  • Maintain and enhance Quality Control (QC) programs for document custody activities, including periodic file reviews and control testing.
  • Own and maintain custody-related procedures, controls, and documentation to support Business Line Controls, RCSA, and audit readiness.

Operational Leadership
  • Manage and develop a team of Document Custody professionals, providing coaching, performance feedback, and cross-training to ensure sustainability and coverage.
  • Establish clear ownership, accountability, and escalation paths for custody-related functions.
  • Analyze operational trends, exception data, and audit results to identify risks and drive continuous improvement.


Qualifications, Education, Certifications and/or Other Professional Credentials
  • Prior experience supporting or leading GSE custodial audits with minimal or no findings.
  • Experience with eVault or digital mortgage initiatives preferred.
  • Prior leadership experience preferred.

Hours & Work Schedule
  • Hours per Week: 40
  • Work Schedule: Mon - Fri 8:30am - 5pm fully on site

About Citizens Financial Group, Inc

Citizens Bank is a financial service company. It provides outstanding local and personalized service. It offers a full range of commercial, real estate, and consumer lending. It is specialized in personal and small business deposit services, electronic services.

Citizens Financial Group, Inc. Careers

Join the dynamic team at Citizens Financial Group, Inc., a leading financial institution where your career aspirations can soar. We are committed to fostering a culture of innovation, leadership, and diversity that supports our employees' professional growth and development.

Explore Job Opportunities

At Citizens Financial Group, Inc., we offer a wide range of job opportunities that cater to diverse skill sets and career interests. Whether you're a seasoned professional or just starting out, you'll find a position that challenges you and enhances your expertise.

Internship Programs

Kickstart your career with our internship programs designed to give you a hands-on experience in the financial sector. Our internships provide a robust platform to develop your skills, engage in meaningful projects, and network with industry leaders.

Employment Benefits

Choosing a career with Citizens Financial Group, Inc. means opting for a comprehensive package of benefits. We believe in supporting our team members not only in their professional lives but also in their personal growth and well-being.

Inclusive Culture and Diversity Training

We pride ourselves on a workplace culture that embraces diversity and inclusivity. Regular diversity training ensures that our team members appreciate and leverage the unique backgrounds and perspectives that each individual brings to the company.

Professional Growth and Leadership Development

Continuous learning is at the core of our professional development agenda. With access to leadership development programs and tailored training, you can advance your career and leadership skills at Citizens Financial Group, Inc.

Innovation at Work

Innovation is key to staying competitive in the financial industry. At Citizens Financial Group, Inc., you’ll work alongside talented professionals who are pushing the boundaries of what’s possible in financial services.

Networking and Career Advancement

Our company not only provides job opportunities but also fosters an environment where networking and professional connections flourish. This supportive network is vital for career advancement and personal growth within the industry.

Join Our Team

Are you ready to take the next step in your career? Explore the open positions at Citizens Financial Group, Inc. and find where your skills and passions align with our needs. We are continuously hiring and looking for new talents to join our robust team.

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Prepare for Your Interview

Make a great first impression. Prepare for your interview with us by researching our company culture, reviewing your resume, and coming ready to discuss how your experience and skills align with the position you are applying for. At Citizens Financial Group, Inc., we are more than just a financial institution; we are a place where you can make a difference. Join us and transform your career with a company that values your unique talents and aspirations.
Learn more about Citizens Financial Group, Inc
Size
17,463 employees
Market Cap
$19.3 billion
Industry
Net Income
$1 billion
Founded
1828
5 Year Trend
+2.6%
NASDAQ

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