Customer Service Representative (Remote)

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

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