[Remote] Customer Service Representative- Appraisal Success Manager

Note: The job is a remote job and is open to candidates in USA. ICONMA is seeking a Customer Service Representative- Appraisal Success Manager for their client in the Mortgage and Real Estate Services sector. The role involves managing appraisal pipelines, ensuring timely order setup, and serving as a liaison between clients and appraisers while maintaining strong communication and operational excellence.

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

Skills

• 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

Benefits

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

Company Overview