Customer Service Representative- Appraisal Success Manager

Our Client, a Mortgage and Real Estate Services company, is looking for a Customer Service Representative- Appraisal Success Manager for their Remote location.
 
Responsibilities:

• Order & Pipeline Management:
• Manage assigned appraisal pipelines from intake through completion.
• Monitor dashboards and queues to ensure all files are addressed within defined SLAs and performance targets.
• Ensure accurate and timely order setup, documentation, and milestone tracking.
• Identify risks to delivery timelines and proactively resolve issues.
• Payment Processing & Order Setup:
• Collect and process appraisal payments in accordance with company policies.
• Verify order accuracy, documentation, and requirements prior to assignment.
• Ensure files are properly configured to support efficient scheduling and delivery.
• Resolve payment-related questions or issues with professionalism and urgency.
• Appraiser Assignment & Scheduling:
• Utilize internal tools, data, and market knowledge to select and engage qualified appraisers.
• Coordinate appraisal scheduling and confirm appointment details with all parties.
• Maintain strong working relationships with appraiser partners to support performance  and availability.
• Client & Vendor Communication:
• Serve as the primary liaison between lender clients, borrowers, and appraisers.
• Manage high volumes of inbound and outbound calls, emails, and system  communications.
• Provide proactive, consistent status updates throughout the assignment lifecycle.
• Handle escalated service inquiries and coordinate solutions as needed.
• Performance & Operational Excellence:
• Execute assigned tasks in alignment with productivity, quality, and margin goals.
• Utilize reporting tools and scorecards to monitor performance and identify improvement opportunities.
• Partner with leadership and cross-functional teams to enhance workflows and reduce risk.
• Actively participate in team meetings, training, and continuous improvement initiatives.
• Culture & Service Leadership:
• Serve as an ambassador of the Delivery +1% mindset in all interactions.
• Demonstrate accountability, professionalism, and proactive follow-through.
• Contribute to a collaborative, high-performance team culture.

• 2+ years of experience in appraisal management, customer service, operations, or a related field.
• Strong knowledge of real estate and appraisal terminology preferred.
• Experience managing high-volume workflows and client communications.
• Excellent written and verbal communication skills.
• Strong organizational and time management abilities.
• Comfortable working with dashboards, reporting tools, and operational systems.
• Call center, account management, or processing experience a plus.
• Prior mortgage, lending, or real estate experience preferred

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

 
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law.