Job Description

Nationwide Appraisal Network, LLC (NAN) is currently seeking a dynamic and experienced Resolutions Manager to join our growing team. This is a key client- and vendor-facing role designed to enhance the overall customer experience by proactively managing service concerns, strengthening client and vendor relationships, and ensuring operational excellence across every touchpoint. The ideal candidate brings a customer-first mindset combined with strong analytical, communication, and relationship management skills to drive internal accountability and external satisfaction.

At NAN, we believe in delivering more than just service—we aim to exceed expectations with our “Delivery + 1%” mantra. As the Resolutions Manager, you’ll serve as an advocate and ambassador of this mindset, leading by example and helping to cultivate a culture grounded in accountability, proactive effort, and continuous improvement. You’ll play a critical role in safeguarding NAN’s reputation for excellence and helping us maintain the high standards that have made us a trusted partner to loan origination professionals and appraisal vendors nationwide.

This opportunity is perfect for someone who is passionate about transforming the customer experience within the mortgage and appraisal space. The Resolutions Manager will play a pivotal role in maintaining strong partnerships with clients by acting as their voice internally and ensuring consistent performance monitoring, communication, and resolution delivery. You will monitor the performance of assigned client accounts, track key service-level metrics, and lead monthly performance and quality review calls to maintain alignment, transparency, and satisfaction across all accounts.

You will work in close collaboration with the Director of Resolution Services to develop relationship management strategies, coordinate resolution efforts, and provide white-glove support to our partners. Whether responding to time-sensitive client concerns or implementing proactive improvements based on client feedback, the Resolutions Manager ensures each issue is handled with speed, care, and precision.

This role goes beyond simply resolving issues—it’s about bringing structure and strategic attention to client concerns, identifying recurring trends, and ensuring that long-term solutions are in place. Escalations may be triggered by urgent requests, service disruptions, or when a risk to the client relationship or customer base is identified. In every case, your goal will be to deliver complete customer satisfaction while supporting internal readiness and strengthening organizational processes.

The Resolutions Manager role is tailored to individuals who want to work for a company whose vision is to fundamentally change the perception of Appraisal Management Companies. NAN’s mission is to serve as a bridge between loan origination and appraiser partners, driven by core values of transparency, accountability, innovation, and service. These values aren’t just goals—they are the foundation of who we are, and we’re committed to upholding them through our ongoing growth and expansion.

If you’re driven by a desire to promote world-class, white-glove service and thrive in a fast-paced, evolving industry, we encourage you to apply and be part of a team redefining what’s possible in the appraisal management space.

Responsibilities

Client Account Oversight & Performance Monitoring

• Own the overall health, performance, and satisfaction of assigned client accounts
• Monitor service level agreements (SLAs), turn times, and key performance indicators (KPIs) to ensure consistent delivery of high-quality service
• Lead regularly scheduled quality and performance review calls with clients to present reporting, discuss trends, and align on goals
• Serve as a strategic advisor to clients, identifying areas for improvement, providing solutions, and driving adoption of best practices
• Collaborate with operations, quality control, and vendor management teams to address issues and implement enhancements specific to client needs
• Proactively address client concerns and ensure timely resolutions that preserve relationships and uphold NAN’s reputation

Escalation Management & Resolution Strategy

• Serve as the primary escalation point for client and vendor service concerns, coordinating cross-functional teams to resolve issues
• Manage all aspects of the escalation lifecycle—from intake and investigation to resolution and follow-up communication
• Maintain detailed documentation in AppraisalScope and ensure consistent tracking of client communications and resolution progress
• Identify trends in escalations and recurring client concerns to recommend long-term solutions and process improvements
• Provide feedback to training and operations teams to strengthen internal readiness and reduce future escalations

Team Collaboration & Internal Leadership

• Work closely with the Director of Resolution Services to execute strategic initiatives and client retention plans
• Provide mentorship and guidance to internal support teams on service standards and client expectations
• Collaborate cross-functionally to support product development, service innovation, and strategic projects
• Participate in continuous improvement efforts, offering insights based on client feedback and service analytics to department heads/training.

Qualifications

• 3+ years of experience in customer service, client success, or account management, preferably in the appraisal or mortgage lending industry
• Deep understanding of the appraisal process, lending compliance requirements, and industry-specific service metrics
• Proven ability to manage escalations with a calm, solutions-oriented approach
• Strong analytical skills and comfort working with performance data and dashboards
• Excellent written, verbal, and presentation skills—able to confidently lead client-facing meetings and communicate technical topics
• Highly organized with a strong sense of ownership and follow-through
• Experience using industry platforms such as AppraisalScope or ValueLink is a plus

Why Join NAN?

At NAN, we believe in changing the perception of Appraisal Management Companies by providing unmatched service through transparency, accountability, innovation, and a commitment to going the extra mile. We’re a team of professionals passionate about reshaping the industry—if you share that mission and thrive in a fast-paced, customer-centric environment, we’d love to connect with you.

Interested in applying? Please submit your resume to: JSummey@nan-amc.com