Hybrid Collateral Fulfillment Manager - Mortgage Ops

Citizens Bank; Johnston (RI); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Citizens Bank seeks a Collateral Fulfillment Manager to lead the Collateral Fulfillment team within the CRM department, overseeing appraisal orders across Home Equity, Mortgage, and Foreclosure operations. The role combines in-office and remote work to drive performance, service levels, and risk management.

You will partner with AMCs, Vendor Management, Sales, and Underwriting to ensure efficient order management from placement to final report, delivering exceptional service to internal and

Qualifications

• 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 travel on occasion (less than 10%)

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.

Skills

Leadership

Analytical skills

Communication skills

Time management

Problem-solving

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Outlook

Word

Tableau

AI tools

Job description

Citizens Bank seeks a Collateral Fulfillment Manager to lead the Collateral Fulfillment team within the CRM department, overseeing appraisal orders across Home Equity, Mortgage, and Foreclosure operations. The role combines in-office and remote work to drive performance, service levels, and risk management.

You will partner with AMCs, Vendor Management, Sales, and Underwriting to ensure efficient order management from placement to final report, delivering exceptional service to internal and