Appraisal Service Coordinator

Citizens Bank; Johnston (RI); On-site; USD 52,000 - 70,000; Full time

Job summary

Citizens Bank in Johnston, RI is seeking an Appraisal Service Coordinator on the Collateral Fulfillment team to ensure the timely and accurate coordination of appraisal orders. The role supports AMCs, panel appraisers, and internal stakeholders to meet SLA milestones.

The coordinator will maintain CMS data, communicate updates, and help ensure regulatory compliance within the CRM Department while handling multiple priorities in a fast-paced environment.

Qualifications

• 2+ years in mortgage processing, appraisal review, or AMC work.
• Proficiency in MS Office; familiarity with CMS platforms such as FNC/CMS.
• Solid understanding of mortgage banking products and property valuation processes.
• Proven customer service experience with responsiveness and professionalism.
• Ability to thrive in a fast-paced, high-volume environment with tight deadlines.
• Strong written and verbal communication tailored to internal/external stakeholders.

Responsibilities

• Oversee appraisal orders from AMCs and panel appraisers to ensure timely completion.
• Monitor full lifecycle of open orders and ensure adherence to SLA timelines.
• Update CMS with current statuses, revised due dates, and rush flags.
• Serve as primary contact for AMCs, brokers, account executives, and underwriters.
• Assist with uploading contracts, plans, and specifications to the AMC portal.
• Track and log AMC performance issues for scorecards and vendor evaluations.
• Collaborate with business line reps, external vendors, and CRM team to resolve issues.

Skills

Mortgage processing

Appraisal review

Customer service

Verbal communication

Prioritization

Multitasking

Education

Bachelor's degree

Tools

FNC/CMS platforms

MS Office (Word, Excel, Outlook)

Job description

Description

This position is for an Appraisal Service Coordinator on the Collateral Fulfillment team of the Collateral Risk Management (CRM) Department. The Appraisal Service Coordinator plays a critical part in supporting the appraisal process for our business partners by ensuring the timely and accurate coordination of appraisal orders. This position requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment. And should have experience in real estate, financial services, or a related field, and a solid understanding of appraisal processes and regulatory requirements.

Primary Responsibilities Include

• Manage appraisal and evaluation reports obtained through third-party vendor relationships with Appraisal Management Companies (AMCs), who in turn coordinate with licensed real estate appraisers to complete assignments
• Coordinator will oversee the full lifecycle of open appraisal orders, including those assigned to multiple AMCs and panel appraisers. Ensure all orders are actively monitored and progressed in accordance with established timelines.
• Coordinator is responsible to utilize daily system-generated reports to track the status of all open orders. Ensure that appraisal reports are received by the predetermined SLA due dates and take proactive steps to address any delays.
• Coordinator will identify and monitor orders that fall outside of SLA milestones.
• Facilitate timely completion by confirming inspection scheduling with appraisers and ensuring progress is maintained to meet closing deadlines.
• Regularly contact AMCs via phone, email, or Excel-based status reports to obtain updates on orders nearing or exceeding SLA thresholds. Maintain a proactive approach to issue resolution and timeline adherence.
• Coordinator required to accurately update the Collateral Management System (CMS) with current order statuses, revised due dates, and rush flags as needed. Ensure all relevant parties are informed of changes to maintain transparency and alignment.
• Serve as the primary point of contact for all communication related to open appraisal orders, including interactions with AMCs, brokers, account executives, and underwriters. Maintain a professional, informed, and responsive approach at all times.
• Responsible for reviewing documentation to ensure purchase and construction contracts are properly executed and that plans and specifications are comprehensive, detailed, and clearly articulated
• On occasion, Coordinator will assist with uploading supporting documentation—such as sales contracts, addendums, and plans/specifications—to the AMC portal to facilitate the appraisal process.
• Coordinator needs to operate efficiently in a fast-paced environment, managing multiple assignments simultaneously. Quickly transition between tasks while maintaining accuracy and attention to detail.
• Coordinator is responsible for tracking and logging service issues related to AMC performance. Ensure accurate documentation of failures, which contribute to monthly performance scorecards and vendor evaluations.
• Role will involve working closely with business line representatives, external vendors, and internal Collateral Risk Management team members to ensure seamless coordination and issue resolution.
• Coordinator must maintain a thorough understanding of the bank’s policies and procedures, as well as those specific to the CRM Department, to ensure all activities are compliant and aligned with organizational standards.

Qualifications

• Minimum of 2 years of experience in mortgage processing, appraisal review, or working with an Appraisal Management Company (AMC); a bachelor’s degree is preferred.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook, as well as familiarity with various internet-based tools; experience with FNC/CMS platforms is a plus.
• Demonstrated understanding of mortgage banking products, operational workflows, and property valuation processes.
• Proven background in delivering high-quality customer service with a focus on responsiveness and professionalism
• Ability to thrive in a fast-paced, high-volume environment with strong prioritization skills and the capacity to manage tight deadlines and high- pressure situations.
• Excellent multitasking abilities and the capability to work effectively under pressure, with strong verbal and written communication skills tailored to both internal and external stakeholders.
• Collaborative team player with the ability to contribute positively to group efforts and support shared goals.
• Self-motivated and quick to learn, with the ability to work independently and with minimal supervision.

Hours and Work Schedule

Hours per Week: 40
Work Schedule: M-F 8:30am – 5:00pm
In office 4 days per week in Johnston, RI

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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.