[Remote] Customer Service Representative (Remote)
Note: The job is a remote job and is open to candidates in USA. Workway is a professional staffing firm working with organizations across the country to place exceptional candidates. They are seeking a detail-oriented Customer Service Representative (ASM) to manage appraisal orders from intake to delivery, ensuring efficient service and timely completion while providing exceptional client support.
Responsibilities
- 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
- 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
- Utilize internal tools, data, and market knowledge to select and engage qualified appraisers
- Coordinate appraisal scheduling and confirm appointment details with all parties
- Serve as the primary liaison between lender clients, borrowers, and appraisers
- Manage high volumes of inbound and outbound calls, emails, and system communications
- Execute assigned tasks in alignment with productivity, quality, and margin goals
- Utilize reporting tools and scorecards to monitor performance and identify improvement opportunities
- Serve as an ambassador of the Delivery +1% mindset in all interactions
- Demonstrate accountability, professionalism, and proactive follow-through
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
- Employees have access to healthcare benefits including medical, dental and vision as well as a 401(k) plan.
Company Overview