[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.ResponsibilitiesOrder & Pipeline Management Manage assigned appraisal pipelines from intake through completionMonitor dashboards and queues to ensure all files are addressed within defined SLAs and performance targetsEnsure accurate and timely order setup, documentation, and milestone trackingIdentify risks to delivery timelines and proactively resolve issuesPayment Processing & Order Setup Collect and process appraisal payments in accordance with company policiesVerify order accuracy, documentation, and requirements prior to assignmentEnsure files are properly configured to support efficient scheduling and deliveryResolve payment-related questions or issues with professionalism and urgencyAppraiser Assignment & Scheduling Utilize internal tools, data, and market knowledge to select and engage qualified appraisersCoordinate appraisal scheduling and confirm appointment details with all partiesMaintain strong working relationships with appraiser partners to support performance and availabilityClient & Vendor Communication: Serve as the primary liaison between lender clients, borrowers, and appraisersManage high volumes of inbound and outbound calls, emails, and system communicationsProvide proactive, consistent status updates throughout the assignment lifecycleHandle escalated service inquiries and coordinate solutions as neededPerformance & Operational Excellence Execute assigned tasks in alignment with productivity, quality, and margin goalsUtilize reporting tools and scorecards to monitor performance and identify improvement opportunitiesPartner with leadership and cross-functional teams to enhance workflows and reduce riskActively participate in team meetings, training, and continuous improvement initiativesCulture & Service Leadership: Serve as an ambassador of the Delivery +1% mindset in all interactionsDemonstrate accountability, professionalism, and proactive follow-throughContribute to a collaborative, high-performance team cultureSkills2+ years of experience in appraisal management, customer service, operations, or a related fieldStrong knowledge of real estate and appraisal terminology preferredExperience managing high-volume workflows and client communicationsExcellent written and verbal communication skillsStrong organizational and time management abilitiesComfortable working with dashboards, reporting tools, and operational systemsCall center, account management, or processing experience a plusPrior mortgage, lending, or real estate experience preferredBenefitsHealth BenefitsReferral ProgramExcellent growth and advancement opportunitiesCompany OverviewICONMA: Your Partner in Global Staffing Solutions and Digital Transformation ICONMA is a globally recognized, Woman-Owned staff augmentation and technology consulting firm. It was founded in 2000, and is headquartered in Troy, MI, US, with a workforce of 1001-5000 employees. Its website is http://www.iconma.com.