Records Management Coordinator - Mortgage Servicing

The Records Management Coordinator, also known as the Mortgage Document Custodian Specialist, is responsible for the review, validation, and ongoing management of mortgage collateral documentation to ensure adherence to investor, regulatory, and internal standards. This role is critical to maintaining audit readiness and supporting the integrity of document custody operations through strong procedural governance and control execution.

Key Responsibilities

Collateral Review & Validation

• Perform detailed reviews of original mortgage collateral documents (e.g., promissory notes, security instruments, assignments, title policies) to confirm completeness, accuracy, and compliance with investor requirements.
• Identify, research, and resolve document exceptions or deficiencies in partnership with internal teams and external vendors.

Procedure Development & Governance

• Develop, enhance, and maintain standard operating procedures (SOPs) supporting document custody and collateral management processes.
• Ensure procedures are aligned with investor guidelines (e.g., Fannie Mae, Freddie Mac, Ginnie Mae) and internal control standards.
• Partner with leadership to strengthen procedural controls and support ongoing regulatory and audit readiness.

Custody Operations & Compliance Oversight

• Maintain accurate tracking and status reporting of collateral documents within custody systems.
• Support document certification activities and investor or internal audit reviews.
• Ensure secure handling, storage, and retrieval of both physical and digital collateral in accordance with control requirements.

Process Improvement & Risk Mitigation

• Identify opportunities to streamline document custody workflows and enhance operational efficiency.
• Recommend and implement process improvements that reduce operational risk and improve quality outcomes.

Qualifications

Education

• High school diploma or equivalent required.

Experience

• Minimum of 3+ years of experience in mortgage document custody, collateral review, or related mortgage servicing operations.
• Demonstrated knowledge of mortgage collateral documentation and investor requirements.

Core Skills

• Strong attention to detail with advanced document review and analytical capabilities.
• Experience developing and maintaining operational procedures.
• Proficiency in document management systems and Microsoft Office applications.
• Effective organizational, communication, and problem-solving skills.

Preferred Qualifications

• Experience working with document custodians.
• Familiarity with eVault platforms and MERS.
• Understanding of regulatory frameworks, including CFPB, RESPA, and TILA.
• Notary Public certification is a plus.

Work Schedule

• 40 hours per week
• Monday–Friday, 8:00 AM – 5:00 PM
• Fully on-site in Glen Allen, VA

Pay Transparency

The salary range for this position is $22 - $25 per hour. Actual pay is based on various factors including, but not limited to the budget, work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .