Domestic Relocation Counselor
DOMESTIC RELOCATION COUNSELOR
Purpose of Job
Administer the relocation policy and coordinate all aspects of the relocation process for assigned client transferees. Act as the single point of contact for transferees. Direct property marketing. Maximize revenue through referral and service capture. Serve as an initial point of contact for client day-to-day informational needs and requests.
Job Duties and Responsibilities
Common activities are listed below: actual position responsibilities may vary. Please refer to manager or human resources for specific duties and performance expectations of the position.
Transferee support (50-70%)
Perform needs analysis and counsel transferees on eligible benefits per client policy. Handle exceptions to policy
Coordinate services to transferees per client contract and policy and in accordance with internal policies and procedures
Maximize supplier revenue through use of preferred broker and supplier partners
Oversee marketing of home for transferees (marketing period) and clients (Inventory). Refer to real estate broker, order BMAs and consult with transferee on BMA/appraisals
Assist with contract negotiations and closings with buyers or sellers
Follow up with transferees and relocation directors/sales associates on property marketing strategy and completion of necessary documents
Process all relocation and home sale closing paperwork in an accurate and timely manner
Provide orientation for destination transferees or oversee full service counseling on area, housing, rentals (long and short term), schools, childcare, and cost of living information.
Coordinate household goods and auto shipments for transferees. Assist with the claims process as necessary
Audit and approve invoices and transferee expense reports and process payments
May handle international transferees, group moves and assist with special projects.
Maintain strong relationship with client contacts (10-20%)
Proactively inform client on transferee status and any potential concerns throughout the relocation process
Provide regular client reporting as required
Respond timely to client requests
Communicate with supervisor on any changes in client process, policy or environment
General and administrative support (15-20%)
Maintain the day-to day administrative functions of the relocation department which may include A/P, A/R, record keeping and bank deposits
Process and follow up on referrals and orders for services: BMA’s, appraisals, inspections, title, insurance, temporary quarters, household goods movement, etc.
Perform additional responsibilities as requested or assigned (5-10%)
Meet or exceed target objectives, including revenue and client and transferee satisfaction
Establish and maintain positive and productive work relationships
Take personal initiative for technical and professional development.
Education: Bachelor’s degree in business or related field or equivalent knowledge and experience.
Experience: Three to five years customer service experience, real estate and/or relocation experience preferred.
Knowledge and Skills:
Proficiency with business software and in Microsoft Office including Word, Excel and Outlook with knowledge of Move Track preferred.
Effective oral and written communication skills.
Strong interpersonal skills and a customer focus.
Ability to work independently and as part of a team.
Effective analytical, problem solving and decision making skills.
Ability to prioritize and handle multiple tasks and projects concurrently and meet deadlines.
Real Estate License preferred
Certified Relocation Professional (CRP) preferred
Global Mobility Specialist (GMS) preferred