Customer Service Representative- Appraisal Success Manager

ICONMA is seeking a Customer Service Representative- Appraisal Success Manager for their Remote location. The role involves managing appraisal pipelines, ensuring timely order setup, and serving as the primary 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

Requirements:

• 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