Description We are seeking a dedicated Business Support Manager to partner across the mortgage organization—including Operations, Sales, Technology, Capital Markets, and senior leaders—to identify, assess, and resolve inherent risk throughout the mortgage lifecycle. In this role, you will support the business by evaluating processes, strengthening controls, and ensuring alignment with regulatory and internal requirements. This role involves time‑sensitive, detailed work, requiring strong analytical abilities, excellent communication skills, and comfort raising concerns or identifying gaps. Beyond daily execution, you will also bring a continuous‑improvement mindset, offering insights and recommendations that strengthen our overall mortgage processes and risk posture. Primary responsibilities include + Risk Identification, Assessment & Issue Management + Collaborate with partners across the mortgage business to identify operational, regulatory, and process‑related risks. + Support the intake, evaluation, documentation, and closure of risk issues. + Conduct root‑cause analysis, recommend mitigation strategies, and help ensure sustainable solutions are implemented. + Maintain and update policies and procedures to support compliant, effective operations. + Support remediation activities owned/managed by other parts of the business. + Test and validate new or updated processes, controls, and system enhancements. + Ensure on-time execution of remediation activities. + Continuous Improvement & Strategic Initiatives + Identify workflow efficiencies that reduce risk and improve operational effectiveness. + Support the design and rollout of new processes or enhancements as responsibilities expand. + Participate in major transformation initiatives, including new mortgage systems, tools, products, and process changes. Qualifications, Education, Certifications and/or Other Professional Credentials + Required Qualifications + Excellent verbal/written communication + Proficiency with MS Office products (particularly Excel) + Self-starter with ability to work independently + Proven ability to build relationships and work across many teams + High School Degree or relevant experience + Preferred Qualifications + Experience in Mortgage + Experience working with Loan origination systems/compliance tools (Empower experience is a plus, but not required) Hours & Work Schedule + Hours per Week: 40 hours + Work Schedule: M - F (4 days in the office, 1 day remote) 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 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, 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. 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 Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. 03/20/2026