Remote Assistant National Account Manager – Housing

SCHEDULE: Monday - Friday 10:00am-7:00pm EST

PRIMARY PURPOSE: To expedite and coordinate the Customer Service claims application and temporary housing placement process; ensure correct case and housing assignment; and act as a primary liaison for customers, carriers, and internal partners. This role supports displaced policyholders by qualifying housing needs, coordinating like-kind-and-quality temporary housing solutions, and ensuring timely, accurate, and service-driven claim and housing outcomes.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Assigns new claims and housing requests to the appropriate claims handler or housing resource.
• Enters verbal and written application, claim, and housing-related information accurately into claims and housing management systems in accordance with internal and external requirements.
• Qualifies policyholder housing needs by gathering information related to household composition, lifestyle considerations, accessibility needs, pets, and required amenities.
• Conducts housing research using approved platforms, vendor networks, and internal tools to identify suitable temporary housing options consistent with policy guidelines.
• Coordinates lease documentation, housing approvals, extensions, and related changes in compliance with carrier and client-specific procedures.
• Communicates clearly and professionally with customers, carriers, and vendors by telephone, written correspondence, and system notes regarding claim status, documentation requirements, housing options, timelines, and next steps.
• Maintains high-touch service throughout the customer’s claim and housing lifecycle, proactively addressing issues and escalating concerns as appropriate.
• Develops and maintains effective working relationships with carriers, vendors, and internal partners while adhering to client-specific processes and service expectations.
• Participates in and supports a quality service culture within the Customer Service Team.
• Attendance during scheduled work hours is required.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

QUALIFICATIONS

Education & Licensing

High school diploma or GED required.

Experience

Two (2) years experience in inside sales, customer service, or account management. Previous experience in insurance, temporary housing, corporate lodging, or real estate strongly preferred.

Skills & Knowledge

• Exceptional verbal and written communication skills; capable of calming distressed clients with professionalism and compassion.
• High emotional intelligence with the ability to adapt tone and approach to diverse client situations.
• Proficient in Microsoft Office Suite (Word, Excel, Access) and adept at learning new housing and CRM platforms.
• Advanced internet research capabilities to locate viable rental properties in limited markets.
• Detail-oriented and organized with strong documentation habits. Ability to multitask in a fast-paced environment with shifting priorities.
• Negotiation and relationship management skills with vendors, property managers, and landlords.
• Solutions-oriented mindset with a focus on timely, proactive service delivery.
• Experience coordinating accommodations for high-net-worth clients or large-loss claims is a plus.
• Bi-lingual English/Spanish a plus.

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.