Associate Client Service Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Provide domestic and international relocation services to corporate and government clients’ relocating employees through employer-sponsored and direct-to-employee programs.

• Implement relocation services in line with policy, company processes, procedures, and regulations.

• Assess employee needs, recommend additional services and support, and promote cross-selling opportunities.

• Oversee caseloads encompassing selective assistance relocation programs and services for both private-sector corporate and government clients.

• Organize tasks related to policy and entitlements counseling, compensation and expense management, destination services, household goods transportation, temporary housing, property management, immigration, rental assistance, marketing support, home sale services, and international assignments.

• Execute needs assessments, cost estimates, budget development, funding requests, and policy or program consultations.

• Review relocation expenses against policies, programs, budgets, Federal Travel Regulations, and Joint Travel Regulations.

• Advise transferees on expense submissions, reviews, and tax assistance benefits.

• Serve as the primary client contact, providing consultative solutions to address service, cost, budget, funding, and approval goals.

• Make referrals within supplier and preferred networks and identify needs that extend beyond employee-sponsored benefits.

• Maintain timely, accurate, and complete records in computer systems while safeguarding PII and secure information.

• Offer mentorship and training to other employees as needed.

• Engage in client and business development meetings and presentations.

• Meet performance metrics and motivate teammates towards achieving company objectives.

• Utilize customer feedback and SWOT analysis to enhance processes, products, and services.

• Develop knowledge and skills to boost performance and add value.

• Communicate effectively with clients, employees, teammates, and stakeholders.

• Contribute to the strategic development of customer relationships by sharing expertise, leveraging resources, and anticipating needs.

⛳️ Requirements

• Bachelor's degree or equivalent work experience.

• Over 2 years of professional experience providing counseling to employees at all levels on relocation or related policies and benefits.

• At least 2 years of experience specifically counseling on corporate and government domestic and international relocation policies, with in-depth knowledge.

• Direct interaction with clients and suppliers regarding service exceptions and relocation statuses.

• Proven multitasking, prioritization, analytical thinking, strong organizational capabilities, and exceptional communication skills.

• High level of accuracy and attention to detail while managing complex multifaceted processes efficiently and swiftly.

• History of exceeding customer service expectations.

• CRP and/or GMS certification is a plus.

• Experience, knowledge, or exposure in real estate, including possession of an accredited broker license, is advantageous.

• The selected candidate must successfully obtain government security clearance.

• Preference will be given to candidates who have previously secured security clearance, including Top Secret, and can maintain or re-obtain it.

🏝️ Benefits

• Paid time off.

• Short-term disability programs.

• Long-term disability programs.

• Life insurance.

• Comprehensive health insurance (vision, dental, medical).

• 401(k) plan.