Assignment Counselor
ASSIGNMENT COUNSELOR
RELOCATION SERVICES
Toronto, Canada
If you are an experienced Assignment Counselor with experience in facilitating the overall global relocation and assignment management process, this position is for you!!! The position provides assignee case management, customer satisfaction and service delivery, supplier coordination and revenue generation while supporting our client’s company initiatives for cross-selling business. The position also works in conjunction with Tax and Compensation, Expense Management and Client Services departments to ensure client deadlines and service level agreement metrics are met.
The role is a being created due to the dynamic growth that our Client, a leader in the global mobility industry, has experienced in its Toronto, Canada region. The Assignment Counselor has responsibility for providing exemplary service to the transferring assignees and their family.
Essential Duties and Responsibilities
- Provides relocation and compensation policy counseling to the assignee and acts as the main point of contact regarding the assignee’s relocation process and assignment policy application.
- Conducts a thorough needs assessment at the onset of the engagement to establish the assignee’s specific requirements and address any custom needs. Works with the assignee and/or family to ensure all needs are understood and met, and adjusts services and counseling to changing needs and conditions throughout the move process.
- Reviews and evaluates exception requests and challenging situations, and provides solutions to clients in the support of move-based scenarios that arise. Provides recommendations to the assignee, Client Service Director, and/or client contacts regarding appropriate courses of action when outside of their own scope of authority.
- Oversees the delivery of relocation and assignment services to assignees and their families using the Client’s best practices and service standards to ensure a successful delivery experience.
- Coordinates, supports, manages, and reviews the delivery of third party services to assignees by and external supplier network relative to home finding, destination and settling-in services assistance, temporary living, move management, visa & immigration services, tax preparation services, language and cross-cultural training, and spousal counseling processes.
- Creates, develops, and administers the relocation and assignment processes according to the client’s specifications and following standard operating procedures.
- Proactively provides continuing advice and support to both the client contacts and assignee, maintaining regular contact throughout the assignment period. Provides direction to the assignee including policy and benefits counseling, work flow administration, rental assistance coordination, financial services, supplier coordination, etc.
- Works closely with the Tax and Compensation team and the expense management team.
- Understands and manages costs and expenses related to relocation and assignment management deliverables, maximizing the benefit while minimizing expenses and costs.
- Responsible for the accurate and timely documenting of conversations, exceptions, and correspondence in the system. Maintains file documentation and ensures data integrity.
The ideal candidates will meet the following criteria:
- Minimum of 1 – 4 years customer service experience preferred with previous experience in assignment counseling
- Direct client interaction and advisory experience required
- Exceptional, demonstrated customer service skills
- Excellent written and oral communication skills
- High School Diploma with Bachelor’s degree preferred
- GMS Certification preferred
- Must be able to communicate and be understood clearly
- Fluency in a foreign language is preferred
- Ability to multitask in a fast-paced environment
- Strong attention to detail
- Excellent customer service skills
If you have the experience and skills outlined above and are interested in this unique work arrangement, please submit your resume to us at www.signature-source.com or send a copy of your resume via email to us (Word format preferred) to contactus@signature-source.com.
