Policy & Procedure Analyst

The Policy and Procedure Analyst – Mortgage Default is responsible for developing, maintaining, and governing policies, procedures, and knowledge management content that support all facets of Mortgage Default Servicing, including Collections, Loss Mitigation, Foreclosure, Bankruptcy, etc.

This role ensures that operational documentation remains current, compliant, and aligned with both Citizens’ internal governance standards and external investor / insurer requirements (., Fannie Mae, Freddie Mac, FHA, VA, and USDA). The analyst partners closely with subject matter experts and business leadership to ensure that process documentation accurately reflects business practices and that changes are communicated effectively for adoption across impacted teams.

A strong understanding of mortgage servicing, default operations, and regulatory requirements will enable the analyst to serve as a trusted partner in ensuring compliance and operational readiness.

Primary responsibilities include

• Maintain and update policies, procedures, job aids, and workflow documentation for assigned business lines.
• Ensure all materials are accurate, timely, and aligned with current operational processes, regulatory requirements, and investor expectations.
• Collaborate with business owners, subject matter experts, and process managers to assess change impacts and ensure alignment across documentation.
• Create, revise, distribute, activate, or deactivate documents in accordance with Citizens’ policy and procedure governance standards.
• Partner with SMEs to develop new policies and procedures in support of new product launches, system enhancements, and regulatory and investor updates.
• Facilitate change control processes, ensuring all materials proceed through review, approval, and publication workflows as required.
• Partner with risk and control partners to ensure proper evidence of ownership, approval, and version control is maintained.
• Lead or participate in process mapping and problem-solving sessions to identify efficiency gains, control enhancements, or customer experience improvements.
• Support communication and change adoption by developing and distributing clear summaries of procedural updates.
• Facilitate the annual review cycle for assigned procedures and coordinate with business owners and governance teams for timely completion.
• Serve as a liaison between the Default business line, Risk and Legal to ensure documentation consistency and control alignment.
• Support internal and external audit, investor, and regulatory exams through the retrieval and validation of applicable procedure / process documentation.

Qualifications, Education, Certifications and / or Other Professional Credentials

Hours & Work Schedule