Managing Overdue Appraisals

Did you know that Nationwide Appraisal Network takes efficiency and quality very seriously? So seriously, that we have team members and proper procedures in place to not only monitor turn times but to hold people accountable for their productivity and commitments.

Though our clients and vendors view our relationship to the appraisal process as simple, what they don’t know is that there are lots of things going on behind the scenes here at Nationwide Appraisal Network to ensure that every single file goes through the proper process to ensure timeliness, communication, quality, and compliance.

One big piece of most important to our clients is that of turn times. We have several internal team members that put their hands on a file from beginning to end. One important role is that of the Account Manager. The Account Manager’s role at NAN is to engage the qualified appraiser on an assignment, ensure appointments are being set within an appropriate amount of time, make sure inspection happens on time, make sure report gets turned in at agreed upon date and to update the client any time a change occurs.

At times, we tend to work on files where time frames are not met due to circumstances beyond the appraiser’s control. For example: bad weather, unique property, unique conditions, remote market areas, etc. In these cases, we expect the appraiser to keep the lines of communication open with us so we can update the client every step of the way to make preparations so there are no surprises.

The problems that turn into customer service issues happen when all communication is lost from the appraiser and a file becomes late. A late report, can turn into a missed rate lock and can ultimately cost a consumer money, time and frustration. The misconception from clients is that Appraisal Management Companies do not hold appraisers accountable. Nothing could be further from the truth. Though we do have specific guidelines to follow for appraiser disciplinary actions, we do have the tools to make decisions that fit our company’s business model and to ensure we are being fair to all involved in a transaction.

Once a file becomes overdue, it is turned over to a “Client Relations Manager” (CRM). The CRM is the main point of contact for a lender/client and is the driving force behind their team (including account managers who work directly with the appraisers throughout the normal life of a file). The CRM has the authority to put an appraisers profile on hold due to non-communication which results in the delay of a file beyond the agreed upon eta. The appraiser therefore, is not eligible to receive new assignments until the matter is resolved. If the CRM notifies the appraiser of the “on hold” status, their next step is to notify the client of the action that is taking place to resolve the problem. They will communicate that communication has been sent to the appraiser to let them know disciplinary action is pending against them and that they are currently in violation of the NAN agreement for various listed reasons.

Once the file is resolved, the CRM will coach the appraiser to find out what happened and why communication was stopped. They will suggest ways to correct this behavior so as not to run into this situation on future assignments. Profiles are updated with infractions and we are able to move on towards a successful long standing relationship.

That is always the goal behind working with clients and vendors. Communicating to resolve issues in order to move forward successfully. Communication is so important. Many times people rely on automation and emails. However, phone is still king. I know it’s a cliché in the sales world, but it rings true in other arenas of business. It creates cohesiveness among teams, strengthens relationships, and promotes productivity