Appraisal Service Coordinator

Citizens Financial Group•Johnston, RI

6d•Hybrid

About The Position

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.

Requirements

Minimum of 2 years of experience in mortgage processing, appraisal review, or working with an Appraisal Management Company (AMC)
Proficiency in Microsoft Office applications, including Word, Excel, and Outlook, as well as familiarity with various internet-based tools
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.

Nice To Haves

A bachelor’s degree is preferred.
Experience with FNC/CMS platforms is a plus.

Responsibilities

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.
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.
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.
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.
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.
Reviewing documentation to ensure purchase and construction contracts are properly executed and that plans and specifications are comprehensive, detailed, and clearly articulated.
On occasion, assist with uploading supporting documentation—such as sales contracts, addendums, and plans/specifications—to the AMC portal to facilitate the appraisal process.
Operate efficiently in a fast-paced environment, managing multiple assignments simultaneously.
Quickly transition between tasks while maintaining accuracy and attention to detail.
Track and log service issues related to AMC performance.
Ensure accurate documentation of failures, which contribute to monthly performance scorecards and vendor evaluations.
Work closely with business line representatives, external vendors, and internal Collateral Risk Management team members to ensure seamless coordination and issue resolution.
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.