Consumer Lending Investor Relations - Relationship Manager

The Consumer Lending Investor Relations - Relationship Manager is responsible for managing and strengthening relationships with investors and key stakeholders across Consumer Lending and Home Mortgage products. This role serves as a primary liaison between investors and internal business partners, ensuring effective oversight of investor programs, secondary market activities, audit and compliance requirements, certifications, and strategic initiatives. The successful candidate will leverage deep industry expertise to support business objectives, drive operational excellence, manage regulatory and investor requirements, and identify opportunities that enhance investor relationships, risk management, and overall portfolio performance. This position requires strong leadership, relationship management, analytical, and change management skills, along with a comprehensive understanding of consumer lending, mortgage banking, capital markets, and secondary market operations.

Investor Relations and Stakeholder Management

• Relationship manager for investors supporting Consumer Lending products, including HELOCs, Unsecured Credit Lines, Home Mortgage products, and other consumer lending products as needed.  
• Manage investor relationships and related requirements, including onboarding, contracts, certifications, audits, issue resolution, change management, and ongoing performance oversight.
• Develop and maintain strong relationships with investors, market participants, and industry partners to support business objectives and strategic initiatives.
• Facilitate contract negotiations, amendments, and renewals with investors and counterparties.

Secondary Market and Investor Program Administration

• Support the sale and delivery of Consumer Lending and Mortgage assets through investor channels and secondary market execution.
• Monitor investor program offerings, requirements, and market trends to identify opportunities, risks, and competitive gaps.
• Serve as a liaison between investors and internal business partners to resolve operational, policy, and program-related issues.
• Coordinate implementation of investor requirements, policy updates, and program changes across impacted business areas.

Audit, Compliance, and Risk Management

• Lead investor audit and examination engagements and coordinate responses with stakeholders across the organization.
• Create and maintain audit plans, timelines, issue trackers, and remediation activities for assigned business lines
• Communicate audit and examination status, findings, and corrective action plans to stakeholders.
• Partner with Compliance, Legal, Risk, Operations, and business leaders to ensure timely resolution of audit findings and investor concerns.
• Monitor ongoing adherence to investor requirements and support risk mitigation activities.

Certification and Investor Governance

• Administer investor certification and approval processes, including initial approvals, annual renewals, and ongoing eligibility requirements.
• Serve as an authorized corporate representative for applicable investor and government agency certifications and systems, including FHA, VA, USDA, Fannie Mae, Freddie Mac, and other investor programs as assigned.

Strategic Initiatives and Change Management

• Coordinate investor-related change management activities resulting from investor announcements, policy updates, servicing changes, program enhancements, or regulatory developments.
• Lead or support strategic initiatives that improve operational efficiency, strengthen investor relationships, and enhance compliance with investor requirements.
• Identify process improvement opportunities and develop practical solutions to improve  loan quality and delivery to investors.

Qualifications

• Minimum of 10 years of banking, mortgage banking, consumer lending, capital markets, or investor relations experience.
• Minimum of 5 years of experience in Investor Relations, Secondary Marketing, Capital Markets, or Investor Management functions.
• Minimum of 5 years of audit, compliance, risk management, regulatory examination, or governance experience.
• Experience managing investor audits, certifications, contract negotiations, issue resolution, and change management initiatives.
• Demonstrated success leading cross-functional projects and strategic initiatives involving multiple stakeholders.

Knowledge

• Strong knowledge of Consumer Lending products, including HELOCs and Unsecured Credit Lines.
• Comprehensive understanding of the banking, consumer lending, and mortgage industries, including investor and secondary market requirements.
• Significant experience working with and supporting programs offered by Fannie Mae, Freddie Mac, FHA, VA, USDA, Ginnie Mae, Housing Finance Agencies and private investors.
• Understanding of investor guidelines, loan sale processes, certification requirements, and secondary market operations.

Skills and Competencies

• Excellent leadership, organizational, relationship management, and communication skills.
• Strong analytical, critical thinking, problem-solving, and decision-making capabilities.
• Ability to influence and collaborate with leadership, investors, and internal business partners.
• Demonstrated ability to manage competing priorities and deliver accurate results within established deadlines.
• Ability to identify roadblocks, develop practical solutions, and adapt to changing priorities.
• Excellent written, verbal, listening, and presentation skills.
• Advanced proficiency in Microsoft Word, Excel, PowerPoint, and other business applications.
• Ability to work independently and collaboratively while maintaining a high level of accuracy and attention to detail.

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday (4 days in the office)

Pay Transparency 

The salary range for this position is $164,000 - $210,000 per year, plus an opportunity to earn an annual discretionary bonus. 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 .

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.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

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.