Title: Home Mortgage Default Operations Specialist Location: Glen Allen Virginia United States Type: 1ST Category: Operations Job Description: Description Home Mortgage Operations Specialist performs accounting functions for internal business lines such as Foreclosure, Litigation, Bankruptcy and Loss Mitigation. Home Mortgage Operations Specialist completes processes in accordance with investor/insurer guidelines and statutory requirements. Accounting functions are often complex and multi-layered and must be completed in a manner that protects our ability to file and collect investor/insurer Claims. Primary responsibilities include - Completing Foreclosure and Deed-in-lieu Removals and Re-adds - Processing Foreclosure 3rd Party sales proceeds, Redemptions and investor Charge offs - Processing Reinstatements, Payoffs and Settlements on Foreclosure and Litigated Loans - Completing Bankruptcy Cram downs and Lien Strips - Combining Multiple Liens in REO - Completing Loan Modification Capitalization, Partial Claims and Payment Deferrals - Processing Loss Mitigation Short Sales - Processing Suspense funds and Payment reversals - Researching and Reconciling General Ledger accounts - Assisting with post application Quality Control reviews - Assisting with Invoice management tasks and projects - Assisting management with various projects and other Investor Operations functions as needed. Key Success factors include: - Knowledge of the Foreclosure process and state and statutory Foreclosure requirements - Knowledge of Loss Mitigation Retention and Litigation options - Knowledge of Bankruptcy processes - Ability to solve complex accounting issues - Ability to multi- task and meet firm deadlines Qualifications, Education, Certifications and/or Other Professional Credentials - 3 to 5 years of experience with home Mortgage Default Management, Loss Mitigation, Foreclosure, Bankruptcy or extensive Cash Management Processing - Strong Accounting background - Knowledge of Investor/Insurer default management requirements - Experience with Corporate Advance and General Ledger Accounts - Strong organizational , analytical and problem-solving skills - Ability to solve complex accounting issues - Excellent communication skills - Strong attention to detail - Ability to manage competing priorities - Knowledge of MSP - Strong Microsoft office skills(Excel/Word) - Education-Certifications and/or other professional Credentials: HS Diploma, College degree, Associates degree and/or minimum of 3 years mortgage default servicing experience Hours & Work Schedule - Hours per Week:40 - Work Schedule: Monday - Friday 8:00am-5:00pm - Position will be in-office 4 days a week, 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.

• Support day-to-day backend operations to ensure the smooth functioning of the clinic and care services. • Maintain and update operational systems, including Electronic Medical Records (EMR) and internal tracking tools. • Ensure data accuracy, integrity, and timely updates across platforms. • Identify operational gaps and support process improvements to enhance efficiency and scalability. • Manage and analyse operational data using tools such as spreadsheets to support decision-making. • Track key metrics (e.g. utilisation, caseload, session volumes) and support regular reporting. • Assist in building and maintaining dashboards, trackers, and operational models. • Support reconciliation work (e.g. payments, credits, claims) where required. • Support planning and execution of operational projects and new initiatives. • Coordinate across internal stakeholders (e.g. clinicians, ops, partnerships) to ensure timely delivery of initiatives. • Track project timelines, deliverables, and dependencies to ensure smooth rollout.

• This Early Career Program is designed for recent graduates to get hands-on, real-world experience working with our Global Operations Team while participating in learning and development curriculum and networking opportunities in a cohort style. • An Operations Intern that participate in the Early Career Program are assigned to teams which may include: Item Coding: capturing the unique product characteristics of items sold • Item Placement: create customized views of product characteristics • Dimension Architecture: designing and delivering usable, efficient, valuable solutions through the creation of client customization • Technology Management: use technology to automate and streamline operations processes • Data Modeling: develop custom client databases • Client Service: Supporting clients as they utilize our various products and services. • At Circana lateral, promotional, and cross-functional moves are encouraged and part of our culture. While your initial role will be in one of these groups, you’ll have the chance to grow your career both within your initial assignment and into other opportunities that meet your career goals.

• Review player accounts and transactions for fraud indicators and take action or escalate as needed. • Review and process redemption requests in line with internal controls and procedures. • Review and process KYC documents, including manual verification and follow-up for missing information. • Investigate suspicious activity, linked account behavior, payment abuse, bonus abuse, and other fraud patterns. • Monitor player activity and account behavior using available internal and third-party tools. • Support AML and compliance-related reviews by identifying concerns and escalating appropriately. • Investigate and help resolve escalated player inquiries related to payments, verification, account restrictions, and risk decisions. • Generate recurring and ad hoc reports for leadership on fraud trends, redemption activity, KYC volumes, operational issues, and emerging risks. • Document findings clearly and maintain accurate case notes, account records, and audit-ready support. • Provide feedback on systems, tooling, workflows, and controls to improve efficiency and reduce risk. • Contribute to SOPs, process documentation, internal guides, and team manuals. • Stay informed on fraud trends, payment abuse tactics, and operational risks relevant to online gaming and ecommerce. • Partner cross-functionally with customer support, compliance, product, and leadership as needed.