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Citizens Mortgage Collections & Loss Mitigation Performance Coach in Johnston, Rhode Island


The Mortgage Collections & Loss Mitigation Performance Coach is responsible for coaching and development of Mortgage Collections & Loss Mitigation Colleagues. The Performance Coach will be responsible for helping colleagues cultivate their skills and knowledge both in the classroom and out on the floor by developing new skills in colleagues, managing their learning, and assessing/measuring the results of the learning tools used. The Performance Coach will collaborate with operations managers to deliver coaching that optimizes the current and future goals of the organization for both new and experienced colleagues. The Performance Coach should have a deep mortgage knowledge and be able to clearly articulate what the organization does and how it is done.

Primary Responsibilities Include:

  • Monitor, track, and report colleague performance on required metrics, providing results and recommendations to operations management.

  • Support & mentor both new and existing colleagues.

  • Coach colleagues on process improvements and new business initiatives.

  • Develop and maintain executive ready coaching materials to address skill gaps in colleagues.

  • Delivers group workshops and individual coaching covering a wide range of topics across the Mortgage Collections & Loss Mitigation business lines.

  • Collaborate with operations management on employee onboarding (access requests, setting up laptops etc).

  • Use data to assign and adjust learning assignments for both new and tenured colleagues.

  • Collaborate with operations management and the AI vendor partner to create opportunities through AImy, the Citizens AI training tool.

  • Conducts surveys to gauge the effectiveness of coaching.

Required Skills/Experience:

  • 3+ years of Mortgage Collections or Loss Mitigation experience

  • Excellent verbal & written skills

  • Proven organization skills and attention to detail

  • Ability to effectively prioritize and mange time to accommodate multiple deliverables or projects from various partners simultaneously within designated timeframes

  • Strong communication skills and ability to present in front of groups

  • Ability to provide coaching and feedback to colleagues at various levels

  • Good Interpersonal skills with all levels of management

  • Intermediate proficiency in Microsoft Suite (Excel, PowerPoint)


  • Associates or Bachelor’s Degree preferred. Relevant work experience may be substituted in lieu of degree.

Work Schedule:

Hours per Week: 40

Work Schedule: Monday – Friday, 8am-5:00pm

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

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

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