Housing Support Specialist

This is a fully remote position, open to applicants in Alabama, +3 more states.

📋 Description

• Oversee and handle lease extensions and the ongoing housing support requirements for displaced policyholders in a dynamic, service-oriented environment.

• Ensure uninterrupted housing by actively managing extensions, addressing in-stay service challenges, and fostering strong communication among insureds, adjusters, and landlords.

• Act as a primary contact for adjusters and landlords throughout the insured's relocation process, ensuring consistent communication, clear expectations, and compassionate support during extensions and ongoing service needs.

• Manage the comprehensive lease extension procedure, which includes obtaining and securing approvals from adjusters, coordinating updated lease terms with landlords and vendors, and communicating timelines and expectations to policyholders.

• Vigilantly monitor impending lease expirations to avert service interruptions and guarantee seamless housing continuity.

• Coordinate and address in-stay service requests, including furniture exchanges, additional items, and maintenance-related issues.

• Collaborate with landlords, property managers, and vendors to deliver timely service solutions and finalize extension agreements.

• Investigate and resolve issues concerning property conditions, damages, and vendor performance.

• Maintain precise financial and operational records, which includes updating client ledgers for billing accuracy, tracking extension costs within ALE guidelines, and managing move-out coordination when necessary, including vendor pickups, lease terminations, and security deposit reconciliations.

• Document all communications, updates, and actions in internal systems with a high degree of accuracy and promptness.

• Identify risks, delays, or service failures early and escalate as needed with ownership and urgency.

• Uphold a high-touch service model for all clients, including VIP or complex claims that necessitate elevated coordination.

• Manage multiple claims concurrently while adhering to service level expectations and deadlines.

⛳️ Requirements

• Preferred: Bachelor's degree or equivalent from an accredited college or university.

• Minimum two (2) years of experience in hospitality, customer service, property management, or account management.

• Strongly preferred: Previous experience in insurance, temporary housing, property management, or real estate.

• Exceptional verbal and written communication skills, with the capability to manage sensitive client situations with professionalism and empathy.

• Strong organizational skills, enabling the management of a high volume of extensions, deadlines, and service requests simultaneously.

• Detail-oriented, focusing on billing accuracy, lease documentation, and system updates.

• Strong problem-solving and critical-thinking skills, particularly when addressing housing or vendor-related issues.

• Proficient in Microsoft Office (Word, Excel) and able to quickly adapt to internal systems and CRM platforms.

• Capable of working independently in a fast-paced environment with changing priorities.

• Strong coordination and relationship management abilities when collaborating 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.

• Bilingual in English/Spanish is a plus.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible work arrangements

• Professional development opportunities