Overview
JOB SUMMARY
Appraisal Operations, Client/Vendor Representative is responsible for facilitating appraisal valuation orders under the direction of the Manager, using systems and procedures to manage vendors with quality and efficiency consistent with established Company guidelines for quality and service and in accordance with Company policies and procedures as well as all state, federal and industry regulations and guidelines that apply to AMCs and independent appraisers. The Client/Vendor Representative is also responsible for facilitating strong communication with client(s), analyzing requests under the direction of the Manager Appraisal Client Operations. The Client/Vendor Representative will be monitored for ongoing results consistent with established Company standards for quality and service, as well as client defined SLA.
Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Review daily all assigned Work in Progress (WIP) and utilize to ensure completion of tasks consistent with established Company standards for quality and service. Update are but not limited to: Order assignment, Order Scheduling, Order Scheduled/Order Delayed, Report Expected Delivery Date.
- Meet client SLA and quality standards as set by Company.
- Maintain to the highest levels of customer service to ensure client/vendor retention by taking direct action on issues and engaging the management when needed
- Maintain open communication with team members, vendors, other departments, and management
- Maintain a positive, professional business relationship with client and internal staff, and vendors.
- Follow through with established daily goals (work in progress) including assignment of new orders and updating the orders in progress.
- Maintain an understanding of and full compliance with Appraiser Independence and regulatory standards
- Maintain an understanding of USPAP and real estate terminology as it applies to working with independent appraisers and adhere to same
- Provide suggestions to management in order to assist team with resolving daily operational issues.
- Attend regular department meetings
- Communicate with management on department challenges and successes
- Review, analyze and communicate with client on all requests, issues or concerns raised by client through phone call or email communication
- Communicate with the other teams in the Appraisal Department on day to day operations, identifying any issues and making suggestions to improve processes and deliver orders to client consistent with established Company standards for quality and service and within client defined SLA
- Ability to listen to a problem and then provide a resolution.
- Follow appropriate escalation paths
- All other duties as assigned
Qualifications