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Citizens Bank Mortgage Servicing Facilitator (Remote) in Columbia, South Carolina


As a Mortgage Servicing Facilitator with Citizens Bank, you will be responsible for the delivery of training programs for roles within the Home Mortgage Servicing business line. 70% of your time will be conducting classroom training, while 30% will be occupied with class preparation and special projects. The successful candidate will combine both mortgage servicing knowledge with a proven facilitation track record to deliver a world class training experience to new and existing colleagues.

Responsibilities will include:

  • Facilitation of onboarding curriculum utilizing Citizens Banks methods and techniques

  • Application of blended learning strategies to deliver training for MSP and other Servicing related systems

  • Providing coaching/feedback to colleagues in an effort to solidify classroom learning, during and after training sessions

  • Demonstrating an observable enthusiasm for the company, course, material delivery, and learning of the participants

  • Employing adult learning strategies to meet all learning styles and experience levels

  • Identification and implementation of content updates

    Other related duties as assigned by Training Director, Home Mortgage and /or Curriculum Design Manager Class Preparation Responsibilities include:

  • Preparing, organizing, and managing the training environment to foster learning

  • Tracking and reporting attendance using the automated records management system

  • Providing managers with assessments of participants, as appropriate

  • Meeting with department supervisors to identify effectiveness of training in the work environment; make recommendations for additional colleague self-development or training activities to promote skill development

  • Participation in Training Staff and business related meetings

    Ability to travel as needed


  • 3 years of Mortgage Servicing experience, preferably with MSP experience

  • 3 years of training and coaching experience

  • Comprehensive knowledge of the end-to-end mortgage process, mortgage servicing process and regulatory requirements

  • Understanding of adult learning theory

  • Advanced facilitation skills and presentation skills

  • Excellent written skills, strong organizational skills

  • Self-motivated

  • Computer technical skills: Word, Excel, Power Point, Access

    Education, Certifications and/or Other Professional Credentials:

  • Bachelor's degree preferred

  • Certification in Virtual Learning Facilitation -preferably using WebEx – preferred

    Hours and Work Schedule

    Hours per Week: 40, although some additional hours may be required based on business needs

    Work Schedule: 8AM – 5PM, Monday – Friday; however some weekend travel may be required

    This position is not available in Colorado.

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 to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, colleague or a dependent’s reproductive health decision making, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, genetic characteristic, citizenship, veteran or military status, marital or domestic partner status, family status/parenthood, victim of domestic violence, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

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