Position Description

Assignment Management Counselor
Search Regions United States
Location US - Virtual/Remote
Minimum Experience Required 1-3 Years
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Assignment Management Counselor

ASSIGNMENT MANAGEMENT CONSULTANT

 

Our highly regarded global Relocation Management company has experienced success and is growing due to new client signings.  The company is hiring an Assignment Management Counselor who is responsible for facilitating the overall global relocation and assignment management process for authorized client employees. The position provides assignee case management, customer satisfaction and service delivery, supplier coordination, and revenue generation, while supporting One Company initiatives for cross-selling business. The position also works in conjunction with AMS Tax and Compensation, International Expense Management, and Client Shared Services departments to ensure client deadlines and service level agreement metrics are met.

JOB RESPONSIBILITIES

  • Acts as the Client’s main point of contact regarding the assignee's relocation process and assignment policy application. Oversees the delivery of relocation and assignment services to assignees and their families using company best practices and service standards to ensure a high-quality service delivery experience.
  • Creates, develops, and administers the relocation and assignment processes according to the client's specifications and following company standard operating procedures.
  • 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.
  • Coordinates, supports, manages, and reviews the delivery of third party services to assignees by the Client’s Affiliates 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.
  • 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.
  • Acts as a liaison between the AMS Tax and Compensation team and client/customer service team and facilitates the expense management process.
  • Prepares assignment letter of understanding (LOU) in accordance with client policies and assignment specific parameters.
  • 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.
  • Understands and manages costs and expenses related to relocation and assignment management deliverables, maximizing the benefit while minimizing expenses and costs.
  • Measures customer satisfaction on a timely basis. Ensures that assignees receive, complete, and return the Customer Service Evaluations within 60-90 days of their relocation dates and annually if applicable (or as client directed).Works with the Client Service Director to manage issues that arise in the process with a proactive approach.
  • Responsible for the accurate and timely documenting of conversations, exceptions, and correspondence in the system. Maintains file documentation and ensures data integrity. Adheres to the company’s privacy and policies standards at all times.
  • Prepares monthly and quarterly reports for both internal and external distribution.
  • Works with management on various projects; reports back on project status and attends applicable meetings.
  • Assists with the training or onboarding of new team members. Coordinates with team members to assist on the training of new processes and procedures.

JOB REQUIREMENTS

  • High school diploma or GED
  • Bachelor's degree preferred
  • Real estate license preferred within one (1) year of hire
  • Global Mobility Specialist (GMS) certification preferred
  • One (1) to four (4) years of customer service experience is preferred
  • Previous experience in assignment counseling strongly preferred
  • Direct client interaction and advisory experience required
  • Fluency in a foreign language(s) preferred
  • Proficiency in Microsoft Office suite of products
  • Strong oral and written communications skills
  • Ability to multitask in a fast-paced environment
  • Basic math skills including addition, subtraction, multiplication, division, percentages, and fractions
  • Strong attention to detail
  • Excellent customer service skills
  • Knowledge and ability to use typical office equipment (PC, calculator, fax machine, etc.)
  • Knowledge of internet

 

 If you would be interested in being presented for this opportunity, please update and/or submit your resume to www.signature-source.com or send us a soft copy of your resume via a Word document to contactus@signature-source.com.

 If your experience and skills match what our client is seeking, we will be in touch with you to determine next steps.  If not, then we will respectfully retain your resume in our proprietary and confidential database for future opportunities.  Your inquiry will be held in the strictest of confidence. 

Education Required: Bachelor

Experience Required: 1-3 Years

Relocation Required: No

Travel Required: Negligible


 

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