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
   

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.

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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.