Collateral Fulfillment Manager

The Collateral Fulfillment Manager is responsible for leading the Collateral Fulfillment team within the Citizens Collateral Risk Management (CRM) department, ensuring the timely procurement and delivery of appraisal and valuation products that support Home Equity Lending, Mortgage Lending, and Foreclosure operations. The manager oversees a combination of in-office and remote Fulfillment Coordinators and is accountable for team performance, service level adherence, customer experience, vendor oversight, process improvement, operational risk management, and colleague development.
This role partners closely with Appraisal Management Companies (AMCs), Vendor Management, Sales, Lending Operations, Underwriting, CRM Review Management, and senior CRM leadership to ensure appraisal orders are managed efficiently from placement through final report receipt while delivering exceptional service to both internal and external stakeholders.
 
 Primary Responsibilities
•    Lead, coach, and develop a team of Collateral Fulfillment Coordinators operating in both remote and in-office environments.
•    Direct day-to-day fulfillment operations to ensure appraisal orders are managed efficiently and within established service level agreements (SLAs).
•    Monitor team pipelines, production volumes, aging reports, escalations, and exception queues.
•    Serve as a key point of escalation for fulfillment issues impacting borrowers, operations teams, sales partners, underwriters, and executives.
•    Ensure service issues are accurately documented and tracked for vendor scorecard and performance review purposes.
•    Partner with AMCs and business stakeholders to resolve appraisal delays and complex fulfillment challenges.
•    Hold regular team meetings to review pipeline issues and monthly training to use errors as training opportunities
•    Establish clear performance expectations, productivity standards, and service-level objectives for all team members.
•    Foster a culture of accountability, continuous improvement, collaboration, and customer focus.
•    Support onboarding, training, cross-training, mentoring, and ongoing professional development initiatives.
•    Ensure adherence to hybrid workforce expectations and support organizational return-to-office strategies.
•    Identify staffing needs, optimize team capacity, and support recruiting and retention initiatives. 
•    Work collaboratively with Operations, Sales, Underwriting, Private Banking, and Wealth partners to ensure customer expectations are met.
•    Ensure timely responses to system messaging, shared mailboxes, business partner inquiries, and customer requests.
•    Review and address workflow bottlenecks, operational barriers, and customer-impacting delays.
•    Maintain appropriate staffing coverage to support changing business volumes and service demands.
•    Evaluate productivity trends and implement action plans to improve operational performance. 

Qualifications
Required
•    Bachelor's degree or equivalent combination of education and experience.
•    5+ years of mortgage operations, collateral management, appraisal operations, valuation management, or related banking experience.
•    2+ years of direct people leadership experience.
•    Strong knowledge of mortgage lending operations, appraisal processes, valuation products, and collateral risk management practices.
•    Demonstrated ability to lead teams in a fast-paced, high-volume environment.
•    Strong analytical, organizational, and problem-solving skills.
•    Excellent verbal and written communication skills.
•    Advanced proficiency with Microsoft Excel, Outlook, Word, and reporting tools.
•    Ability to manage multiple priorities, deadlines, and stakeholder expectations simultaneously.
•    Ability to travel on occasion (less than 10%)
Preferred
•    Experience working with appraisal management companies and valuation vendors.
•    Experience with appraisal workflow and collateral management systems.
•    Project management, process improvement, automation, or Lean experience.
•    Experience with Data & Analytics, Tableau, Excel, and use of AI tools (Chat GPT / CoPilot).
•    Experience leading hybrid and geographically dispersed teams. 

Hours and Work Schedule

• Hours per Week: 40
• Work Schedule: Mon-Fri

Pay Transparency
The range for this position is $86,000 - $109,000 per year. 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