Description Customer Escalated Appraisal Review (CEAR) Administrator is responsible for managing the CEAR mailbox, handling Reconsideration of Value (ROV) requests, appraiser investigations, and Collateral Review Group (CRG) defects. This role involves effective communication, data recording, automation processes, and reporting to ensure the smooth operation of the CEAR process. Key Responsibilities: + Manage CEAR Mailbox: Oversee the CEAR mailbox, ensuring ROV requests are opened, assigned to analysts, and recorded in the CEAR database and Automation. Provide timely updates to business partners. + Appraiser Investigations: Assign appraiser investigations to analysts and ensure they are properly recorded. + CRG Defects: Record CRG defects in the CEAR database for reporting purposes. + Watch Appraiser Review Entries: Record watch appraiser review entries in the database for reporting. + Business Line Requests: Update business lines on ROV status and handle update requests. + Automation: Ensure all ROVs are picked up from the CEAR mailbox by a BOT, uploaded into Collateral Management System (CMS), and partially filled out in the CEAR Database. Administrators process the automation portion and upload generated emails into Collateral Management System. + Appraiser Decisionary Group (ADG) Reporting: Record and present data monthly regarding watch and ineligible appraisers, quality improvement letters, and defected appraisals. Create and distribute watch and ineligible lists to Collateral Management System, Appraisal Management Companies (AMCs), and the Collateral Risk Management website. Run Fannie Mae, Freddie Mac, HUD, and FHFA lists at month-end and before Appraiser Decisionary Group meetings. Create agenda and take minutes for meetings and distribute to attendees and stakeholders. + Procedure Management: Assist with writing and updating CEAR, Appraiser Decisionary Group, and CEAR Administrator procedures. + Weekly Sales Call: Participate in weekly sales calls to update the business line on pending files and answer any questions. Qualifications: + Strong organizational and communication skills. + Experience with database management and automation processes. + Ability to work independently and as part of a team. + Proficiency in Microsoft Office products. + Ability to work with a sense of urgency. + Strong customer focus. + Effectively manage multiple projects. Education: Associates Degree preferred (concentration in Business, Real Estate or Finance) or 5 years equivalent years of experience in lieu of degree will be considered. Hours and Work Schedule Hours Per Week: 40 Work Schedule: 8:30am – 5:30pm, Monday - Friday Pay Transparency The salary range for this position is $ 31.35 - $42.42 per hour. Actual pay is based on various factors including but not limited to the 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. Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth Background Check 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. 03/05/2025