Job Description:
• Coordinate and manage lease extensions and ongoing housing support needs for displaced policyholders in a fast-paced, service-driven environment.
• Ensure continuity of housing by proactively managing extensions, resolving in-stay service issues, and maintaining strong communication between insureds, adjusters, and landlords.
• Serve as a key point of contact for adjusters and landlords during the insured's relocation, ensuring consistent communication, clear expectations, and empathetic support during extensions and ongoing service needs.
• Manage the full lease extension process including requesting and securing approvals from adjusters, coordinating updated lease terms with landlords and vendors and communicating timelines and expectations to policyholders.
• Proactively monitor upcoming lease expirations to prevent service interruptions and ensure seamless housing continuity.
• Coordinate and resolve in-stay service requests including furniture exchanges, add-ons, and maintenance-related concerns.
• Collaborate with landlords, property managers, and vendors to execute timely service solutions and extension agreements.
• Investigate and resolve issues related to property conditions, damages, and vendor performance.
• Maintain accurate financial and operational records, including: updating client ledgers for billing accuracy, tracking extension costs within ALE guidelines, manage move-out coordination when applicable, including vendor pickups, lease terminations, and security deposit reconciliation.
• Document all communication, updates, and actions in internal systems with a high level of accuracy and timeliness.
• Identify risks, delays, or service failures early and escalate appropriately with ownership and urgency.
• Maintain a high-touch service model for all clients, including VIP or complex claims requiring elevated coordination.
• Handle multiple claims simultaneously while meeting service level expectations and deadlines.
Requirements:
• Bachelor's degree or equivalent from an accredited college or university preferred.
• Two (2) years' experience in hospitality, customer service, property management, or account management.
• Previous experience in insurance, temporary housing, property management, or real estate strongly preferred.
• Exceptional verbal and written communication skills with the ability to manage sensitive client situations with professionalism and empathy.
• Strong organizational skills with the ability to manage high volume of extensions, deadlines, and service requests simultaneously.
• Detail-oriented with a focus on billing accuracy, lease documentation, and system updates.
• Strong problem-solving and critical-thinking abilities, especially when resolving housing or vendor-related issues.
• Proficiency in Microsoft Office (Word, Excel) and ability to quickly learn internal systems and CRM platforms.
• Ability to work independently in a fast-paced environment with shifting priorities.
• Strong coordination and relationship management skills when working with vendors, landlords, and adjusters.
• Solutions-oriented mindset with a proactive approach to preventing service disruptions.
• High level of accountability, urgency, and ownership in managing assigned claims.
• Bi-lingual English/Spanish a plus.
Benefits:
• Health insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements
• Professional development opportunities